Why Elite Support and the CIC/CXA Summit Matter to Four Star Freightliner
What does it mean to go “Beyond” expectations in customer service and continuous improvement? At the 2026 CIC/CXA Summit in Louisville, KY more than 500 industry professionals gathered to share ideas, strengthen partnerships, and recognize outstanding achievements across the network. In the recap below, Lynn Robinson, our Dealer Family Continuous Improvement Coordinator (DFCIC), reflects on the event and highlights how Four Star Freightliner continues to lead through Elite Support.
CIC/CXA Summit
The 2026 CIC/CXA Summit theme this year was “Beyond”. Beyond Criteria. Beyond Expectations. Challenge yourselves to take your efforts to the next level. Our team included: Jerry Kocan, Samantha Kocan, Mike Ellifritz, Craig Mathis (CXA), Lee Barnard (CXA), David Lockett (CIC-Montgomery), Tim Kirkland (CIC-Valley), Zack Howard (CIC-Midway), Kelly Hammon (CIC-Dothan), Yolanda Jackson (CIC-Valdosta), Michael Sheffield (CIC-Albany), and me. We had the opportunity to listen to a panel of industry customers who shared their expectations and unique business needs with the entire network of CXAs (Customer Advocates) and CICs (Continuous Improvement Coordinators) as well as Dealer Principles and Daimler executives. The common theme from all of the members of the customer panel was “Clear, transparent, consistent communication – especially when challenges arise. That means clear updates throughout the repair lifecycle, including parts availability, backorders, and expected timelines. Every member of the panel expressed that they want to use Service Tracker but noted that Service Tracker (our side of this is Uptime Pro Communication) usage across the network is insufficient. They all expressed that they value strong relationships with their vendors. As you might guess, quick turn-around (Dwell Time) was also a big factor for all the panel members. One quote from Shane Nelson, Averitt Express Equipment Manager was “ we know we’re not your only priority, but we expect to be treated as if we are!”
Four Star was well represented by Mike Ellifritz, Regional Director and Parts DAG member, during the Dealer Advisory Group general session. The DAG shared the process they went through in updating and revising Criteria. They shared their perspective of the importance of the CIC and CXA roles in making it easy for our customers to do business with us. The panel then opened up the floor for a lively Q&A with many questions from the audience. Mike also introduced the new members who have been elected to serve on the DAG for the next 3 years. Shout out to Mike for the leadership he has provided on the Dealer Advisory Group! We had great breakout sessions working on going Beyond Criteria, Leading the CMT, and Delivering the Customer Driven Experience.
The highlight for us was our Dealer Principal Jerry Kocan’s role in the Continuous Improvement Event of the Year Shark Tank! Jerry had the role of the “Tech Titan” and asked the tough questions to all the presenters! Jerry also presented the award to the winner of the Event of the Year, Cheryl Troyer, Stoops Freightliner Western Star for her project on Excelerator Engagement. The crowd gave Jerry an enthusiastic welcome and our team was so proud to be there representing Jerry, who is clearly highly regarded across the entire network!
It was great to represent you all at the CIC/CXA Summit this year! Thanks for what you ALL do every day to make Four Star Freightliner Elite!
Lynn Robinson. DFCIC
Four Star Awards and Nominations:
CMTT Award: Presented for Excellence in collaboration and effective use of Continuous Improvement Tools
Zack Howard (Midway) won the CMTT Award! He is our Sales Account Manager in Midway and Level 3 CIC, has successfully maintained a strong and productive CMTT despite significant turnover and new hires. He leverages all available Elite Support tools and consistently volunteers to assist our newer CICs as well as our DFCIC.
Elephant Award Nominations: Presented to Level 2 CICs who achieve outstanding results to improve processes, productivity, and team engagement.
David Lockett (Montgomery) was nominated for an Elephant Award. David is Technician and Level 2 CIC. He recently completed his Level 2 training and formed a team dedicated to Structured Problem Solving. This team meets weekly to analyze OFIs generated by the CMT, and their efforts have been highly successful in improving outcomes for the Montgomery location. Additionally, David has offered this team’s support to all locations for assistance with Structured Problem Solving on any OFIs.
Yolanda Jackson (Valdosta) was also nominated for an Elephant Award! Yolanda is a Senior Service Advisor and Level 2 CIC. Yolanda has leveraged her relationships with all levels at the dealership to foster an environment of collaboration and Continuous Improvement. She has particularly focused on getting buy-in and explaining the Why to front line customer facing employees as well as her technicians.
WOW Award Nomination: Presented to Level 1 or 2 CICs for outstanding implementation of 5S processes.
Travis Padgett (Tifton) was nominated for the WOW award! He is Back Counter Parts and Level 1 CIC. Travis has quickly embraced Continuous Improvement initiatives. He effectively uses the SmartSheet Action Planning tool, has mastered Process Documentation, and successfully led his CI Event Team through Structured Problem Solving to address communication gaps within the Service Department.
