Shaped Up, Shipped Out

5. Upgraded Web site to drastically increase online orders.

6. Maintained exhaustive selection of metal-cutting tools in the print catalog.

Key J&L 'Lifer' Spurs

Call Center Success

Spend five minutes with J&L Industrial Supply's vice president of call centers, Kim Shacklett (pictured), and you come away either dying to work for her or in need of a good, stiff drink. Having started working the phones herself at J&L 15 years ago, Shacklett's boundless energy and enthusiasm easily rubs off on a majority of her staff.