Sales Service Manager
CFC Print & Mail, Grand Prairie, Texas
Jamie Hughes has been in the print industry for most of her adult life. Over the course of those 25 years, she has managed to build an impressive career dedicated to service. Her story began when she landed an entry-level position as an assistant in the die-cutting department, as well as on a silkscreen press, with Klearfold, a well-established, yet smaller, family-owned business based in Warrington, Pa. Hughes later moved up the ranks to quality control auditor. At the time, demand was growing for plastic display packaging, such as cosmetics, apparel and food and beverage markets—all of which happened to be Klearfold’s specialties, making the printer attractive to larger corporations that saw potential in their offerings. Six years into her tenure with Klearfold, and two prior acquisitions later, then-industry giant MeadWestvaco purchased AGI Klearfold, AGI Media and a number of other affiliates, Hughes recalled. The partnership resulted in new opportunities for her—most notably in the customer service arena. She delighted in learning about this role, and even assisted with the training and implementation of a companywide software rollout that would prove profitable across all MeadWestvaco business units. But as the digital age gathered steam, many print businesses found themselves in dire circumstances, and MeadWestvaco was no exception. The company eventually closed its printing facilities, and Hughes made a move of her own. She and her family relocated back home to Texas, where she continued her work in print. While employed as a customer service specialist with Printegra, a Div. of Ennis Inc., she met the supplier’s general manager, Tommy Gillis. His love of the craft bolstered his passion to grow, so Gillis left to open his own shop. Hughes was one of a handful of key players he recruited for the CFC Print & Mail team. A decade has passed, and Hughes currently holds the title of sales service manager, a position that requires her to support more than 1,000 customers. Her responsibilities include coaching her team and providing laser-sharp customer focus. Hughes said she takes great pride in creating alliances with customers to ensure that CFC, as a whole, provides an optimal customer experience.
A typical day: Each day answering the phones is a constant, typically right as we’re walking in the door each morning, and continues steadily throughout the day. I field their questions, provide status updates frequently, but quote request expends most of my energy during a given day. During each customer interaction, I take the opportunity to educate our customers on our latest and greatest product offerings. Ultimately, I collaborate each day with our production and composition teams to ensure that we all have an accurate understanding of each customer’s ask.
Her approach to customer service: I start each day with a renewed sense of confidence in my job and compassion for each customer I work with. I practice patience when educating our customers and really try to get to know them, so we can seamlessly work through each unique situation.
How she keeps calm and stays inspired: Honestly, I work with a top-notch group of people who help keep morale up and inspire each other to be better every day. We bounce ideas off each other and work tirelessly together to streamline our process where we find gaps.
Why she loves her job and the industry: CFC Print & Mail is a privately held business with a family [vibe], so you genuinely feel as if you’re part of something bigger than just print or a job; we’re all family to each other. The industry itself is ever-evolving, and that excitement keeps us on our toes. There are so many growth and development opportunities with new equipment and the latest software releases. Even after 25 years in this business, I’m always learning new things.
Her proudest career achievement: I am most proud of being chosen for this article. I’m really a simple girl, passionate about my customers, my team and the work I perform, but knowing that I stood out to one of my colleagues reminded me of why I do this job. I have developed so many long-lasting friendships throughout my 25 years in this business.
Her best advice: The good days will always outweigh the bad ones. For every one difficult customer, there will be numerous satisfied customers to follow. Although some days you may feel unappreciated, you will make a difference to someone and leave a positive impact on their day.
What she does for fun: My passion outside of work is golf, and most weekends I try to squeeze a round in.