Seventeen years later, Koutelas decided to go back to her roots working at a smaller, customer-driven firm. “I was looking for a smaller company that was more flexible in terms of how I could service my customers,” she said.

Koutelas left Sysco and made the move to Lee's Summit, Mo.-based Global KES. The decision has paid off.

After four years with the company, Koutelas was promoted to director of national accounts nine months ago. She now works predominantly with chains, as opposed tothe independent clients she serviced earlier in her career. Koutelas is known for her strong product knowledge, particularly in smallwares.

FE&S: How does working with a chain differ from working with an independent?

FE&S: How did your time with Sysco prepare you for this job?

MK: At Sysco I wore many hats. They educated me in all areas of foodservice, from equipment to pots and pans, to pot scrubbers.

FE&S: You're known to have a good working knowledge in the area of smallwares, a pretty vast area. How do you stay current?

MK: I regularly attend trade shows, try to keep up with industry issues by reading trade magazines and rely on the reps to keep me up-to-date.

FE&S: As a DSR, what makes your approach unique?

MK: My strength is I sit back and listen. I allow my customers to talk, rather than think ahead of them about what I'll say next. By focusing and honing in on what they're saying, I'm able to determine what the best course of action is. This approach facilitates great communication and ideas. It also helps that my company encourages thinking outside of the box. Our broad offerings, which include uniforms and office supplies, along with online ordering and chain-specific catalogs, help set us apart.

FE&S: How has your job changed since you first started in the industry?

MK: It's still all about sales, but the biggest difference ismy sales are more focused on a smaller number of accounts. Because I deal with chains rather than independents, I may have 600 locations but only 25 customers. There also have been changes related to internet ordering, which has helped our business. This aspect is intriguing to customers, who liketo step into the world of technology and take advantage of the benefits.

FE&S: What attributes are key to success in your position?

MK: Communication with customers and timely follow-up are most important in this business.

FE&S: What advice would you give to people just starting out in the business?

MK: I would say that they should concentrate on the communication aspect of their job. I have learned the lesson of always keeping your customer in the loop. It is much easier to solve a problem when you have been proactive than when your customer finds out he has a problem at the last minute.