Quincy Recycle Customer Service Summit 2015

Customer Service Summit

Customer service is at the core of what we do at Quincy Recycle — solving waste stream problems for manufacturers.

That carries over into every aspect of our business as well. And it’s not taken for granted that superior customer service will just happen. We work at it on a daily basis, and once a year we gather key customer-focused team members in one place and spend several days reviewing and refreshing our efforts.

This year we brought staff from our Indiana, Illinois, Iowa, Missouri and Wisconsin locations to Quincy, Illinois, home of Quincy Recycle.

Senior management, plant General Managers, sales, finance, Account Logistics Coordinators, and corporate support staff all came together to learn, compare notes, and continually improve customer service.

Recycling Customer Service SummitWe got hands-on by touring the Quincy material recovery facility, hearing from its General Manager Tim Bliefnick on the challenges and successes at the plant. Our team was reminded that tight commodities markets have meant an even stronger commitment to adding value to our relationships with manufacturers, customers, and shippers.

A tour of our subsidiary Quincy Farm Products’ facility with General Manager Jerrod Evans focused on the importance of understanding the needs and requirements of ag producers and how that relates to the types of food waste scrap we receive from food manufacturers.

Our team was able to see first-hand how Quincy Farm Products turns inputs from the food manufacturing process into ingredients and products in the animal feed industry. New equipment and processes are making QFP a flexible and highly competitive player in the industry.

What tied together these tours was how central good customer service is to keeping our business valuable to our suppliers and customers. Timely communications, detailed and accurate reporting, clear and consistent invoicing – every step is necessary if we’re to solve waste stream problems for suppliers and add value to the recyclable material our customers buy from us.

We spent the better part of two days discussing the specifics of customer service at Quincy Recycle. This included getting feedback from internal partners, trading tips on logistics coordination, and openly questioning current practices in order to make them better.

Quincy Recycle’s commitment to customer service is due to an understanding that good customer service is simply good business.

It adds value to our relationship with our customers, improves our performance, and is ultimately profitable for all involved. A true win-win.

Gaylord Boxes

What’s in a name? Boxes used in manufacturing sure do have a lot of them. You may hear them referred to as “pallet containers”, “bulk boxes”, “pallet boxes”, “skid boxes”, or “bulk bins”. One of the most common and strangest names for a box used in manufacturing is “Gaylord box”. An industry staple in the world of manufacturing, you may use this name everyday without knowing where it actually comes from.

The first Gaylord boxes were produced nearly 60 years ago, by The Gaylord Container Company which was originally based in St Louis; hence the name. Originally just one specific type of packing box, the term has evolved over time to encompass many different sizes of box products. There have been some buyouts and headquarter changes, but the company that founded the Gaylord box still exists today.

Gaylord boxes are a vital component to any manufacturing operation. So how would you feel if we told you that you were paying too much for yours? Or that you were costing your company a lot of money by throwing them out?

Well, you probably are.

These boxes can hold hundreds, even thousands of pounds of product. Corrugated cardboard is the star of the show, and makes them physically capable of withstanding intense weights and pressures. Corrugated cardboard is a fancy way of saying reinforced and strong paper products made to resist tears and take a few transit punches along the way.  Suffice it to say these boxes are basically indestructible. So why would anyone only use a box once?

In our one and done society, still usable and functional items are often put to pasture well before their true expiration date, and these boxes are no exception. Sure, you could keep paying $20-$30 for a new box every time you are ready to ship. But we recommend seeing the light at the end of the savings tunnel and paying a fraction of new box cost for a perfectly re-usable used box instead. If you have empties up for grabs we will happily take those as well, saving you invaluable waste removal costs and creating a revenue stream where you once had only costs.

Contact us with questions or to check availability, and let’s see how much we can start saving you today!

Quincy’s Safety Milestones

At our core, we strive to create a work environment with a foundation that is built on mutual respect. No one is more important than the other, and we only achieve optimal performance when we work together.   We also recognize that our team members have people counting on them coming home at the end of a long day. 

That’s why, out of our many Core Values, the most important one is Alive & Well. This job can be a dangerous one. It can mean observing or operating in a plant you just walked into for the first time.  It can mean operating a baler or driving a forklift in the plant you come into everyday while remembering there is a fine line between familiar confidence and foolhardy risk. 

To err is human, to emphasize safety is Quincy Recycle. We start every manager meeting with acknowledgement of safety examples or changes made to improve safety.  We ask our associates to hold each other accountable to our published safety standards on a daily basis. Responsibility for self and others is at the forefront, as well as a focus on learning from past mistakes and near misses. Safety results are always more important than production results, and we would argue that safe manufacturing and processing practices actually herald efficiency. We conduct monthly company wide safety meetings, where we share and train on topics that are critically important to keeping our team members and our facilities safe and we learn from mistakes and near misses.   

But physical safety is more than just showing up to work and staying safe and whole. We also provide free annual physicals and discounted health insurance premiums to our associates who participate in our wellness program. We believe that if you feel good, and you have the tools to be proactive and preemptive with your own personal health, you’ll not only be healthier overall, but you’ll be a more attentive and active employee. Taking care of people is the right thing to do, and it’s just good business. Investing in our people and respecting the roles they play and jobs they do enables us to also empower them to thrive.  

We do all of this because our bottom line is dependent on our people. Our colleagues are an extension of our families. Our jobs entwine together in a web of success, each strand just as important as the next; we need every employee healthy and energized, in order to be the company we want to be.  

Your Waste Audit

The first step to fixing a problem is admitting that you have one. Sorry to hit you with philosophy right out of the starting gate, but we figured time is money, and you’re probably losing some as you read this. How do we know? We know because you’re a manufacturing company and studies show that on average, more than 70% of what you throw out isn’t actually trash at all. 

So what does that mean? It means you’re paying too much for waste removal and replacement products, some of which you could reuse. It means you’re missing out on great free PR; sustainability is on everyone’s minds these days. But most importantly, it means we can help you save more (materials, money, time)  while you waste less. 

We are a national recycling company that specializes in helping manufacturers like you recognize opportunities to improve and start performing at optimum utilization of your resources and inputs (raw materials, packaging, capital, and human resources). We believe profits and sustainability aren’t mutually exclusive. That’s why we do what we do. 

Once our team is able to observe your current sources of waste generation and means of collection and disposal we will develop a plan of action tailored to your various waste byproducts. We will determine what can be reused and give you options when it comes to what can be recycled. Options that will absolutely save overall waste stream costs and quite possibly create revenue streams.  Innovation is the name of our game, both internally and in our waste audit plans. If we can find ways for your process to operate more efficiently and generate less waste, we will help you implement those solutions. What an easy way to engage your team in sustainability goals that improve the thumbprint your facility leaves on our planet and boosts your bottom line.

We don’t stop there, though. Account management teams will continually analyze your waste stream, helping you offset production and waste removal costs even when your process and products change. This is an ongoing process, and we believe there is always room for improvement.  It is a collaborative and team effort.

To us, sustainability is achievable and made possible with Quincy Recycle’s involvement. It requires implementing realistic waste reduction goals that help your overall operational efficiency and showcase your ownership and responsibility in waste stream management. 

Let us help you start to take those small steps today. We’re game if you are.