One careful glance can make all the difference. That’s what Customer Service Representative (CSR) Cynthia Veitch at Watco’s Decatur River Port does daily when it comes to processing inbound and outbound commodities.

Veitch joined the team in 2022 and is one of three CSRs at the Alabama port responsible for managing all customer orders. They gather, log, and file each customer email related to shipments. Then, they dual-verify that the information matches what’s listed on the paperwork to ensure order accuracy before entering it into Watco’s inventory management system, Datex.

While Veitch primarily handles sand, she’s always there to help her teammates with other commodities. Fellow CSR Tammy Springer said, “Cynthia is extremely committed and attentive. She knows every driver by their name. She remembers each team member’s birthday and even bakes them a cake to celebrate.”

Recently, Veitch helped a teammate with an incoming bulk alloy order. When double-checking the paperwork, she noticed two customer emails mistakenly listed different commodities for the same shipment.

Terminal Manager Donnie Gunter credits Veitch’s ability to multitask and her attention to detail for this catch. He said: “Multitasking is a must. You have to be able to change gears in a second. She’s perfected this role and has become the go-to person.”

After making the catch, Veitch quickly stopped operations to confirm the correct commodity with the team and customer. Mixing the two materials could have caused contamination, safety risks, and an inventory nightmare within Datex.

Gunter continued, “She’s truly the person who keeps the port up and running. Her attention to detail is a testament to who she is and what she does for the team. Because of this catch, she prevented a costly mistake for both Watco and the customer.”

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