2019 CSR All-Stars: Mindy Owens, Kay Toledo Tag Inc., a Div. of Ennis

MINDY OWENS
Customer Service Representative
Kay Toledo Tag Inc., a Div. of Ennis, Toledo, Ohio

When Mindy Owens’ nominator was asked why she deserved recognition as a top CSR, he pointed to her “great understanding” of Kay Toledo Tag’s product and the print industry, overall, which allows her to put her “superior problem-solving skills” in helping customers to good use. But, according to Owens, that knowledge wasn’t always there. The 14-year industry veteran wasn’t born into print like others who work for family-owned and –operated businesses. In fact, when a friend first approached her about a CSR printing job at Perrysburg, Ohio-based Precision Business Solutions, Owens was employed as a bus driver for Bedford Public Schools. Unsatisfied with her career, she took a chance on print and applied for the position. She accepted the offer and admitted she had “no idea about paper or printing.” Owens credited her team of patient coworkers for giving her the tools to build her knowledge base. After an enjoyable nine years of employment, she found herself in search of her next opportunity. The recession hit and the digital movement exploded. Like many printers before it, Precision Business Solutions shared a similar fate: The company was sold and Owens’ position was eliminated. Soon after, she landed a CSR role with Kay Toledo Tag, where she is responsible for supporting 100 accounts on a regular basis.

A typical day: Throughout the day, I respond to multiple emails and phone calls to assist customers with everything from placing orders, estimates, order status updates and guiding customers to select the best option to fit their needs. I enjoy helping customers in any way that is needed.

Her approach to customer service: Customer service means to me that I do my best to take care of a customer. I strive to always do whatever it takes to try to make our customers happy. Even if there is nothing that can be done to solve their problem, doing everything you can to try is very important. It is important that our customers know that [we value them] regardless of the size of the order, or the volume of business. Without customers, there would be no need for customer service.

How she keeps calm and stays inspired: When things get hectic or stressful, [I find that] taking a minute to walk away or work on a different project for a while helps things look a little clearer when you return to them.

Why she loves her job and the industry: Being able to help a customer with any type of project is rewarding. Getting a positive response or compliment from a customer and knowing that your work is appreciated is also a great feeling. Working in the printing industry is not something that everyone knows about or realizes how much is really involved and how much it is used in everyday life.

Her proudest career achievement: I have developed excellent business relationships with several of my customers. Getting to know about them and their families, as well as knowing about their business and their customers, is one of my favorite parts of being a CSR. I don’t know that I can pick a certain project that stands out. I have had the opportunity to work on several projects (large and small) that, once they are completed, it is a great feeling.

Her best advice: Customer service is the key to any business. A company can have the best product and the best pricing, but if its customers don’t receive the service that they deserve, there is always someone out there who can do the same project and provide great customer service—they will win the business. You are the first impression of your company. Giving great service will keep them coming back.

What she does for fun: I enjoy spending time with my family. My grandchildren are my main hobby. I also enjoy baking, country music and motorcycling.

Read the complete CSR All-Stars feature here.