Contributed by Brooke Townsend, Customer Success Specialist II, 20 months 

Change is hard for anyone, but I believe it’s the foundation of growth. Over the past 20 months at R.S. Hughes, I’ve experienced a whirlwind of transitions, and it’s been exciting to see how these changes are positioning us for success. 

When I first joined the company, I saw people juggling multiple responsibilities. We were all wearing different hats, which made it difficult to focus and grow. Now, with our new structure and specialized roles, I see a clearer path to efficiency and success. Enabling people to focus on what they do best helps us be more effective and gives us the capacity to handle more business. 

For me, that means diving into my role on the Customer Care team. Every day, I answer questions about product availability, suggest substitutions, track orders and provide precise lead times so our customers can keep their production schedules on track. Knowing that my work helps our national clients run their businesses smoothly is incredibly rewarding. 

From Operations to Customer Care 

My journey to this role began after earning my master’s degree in spring 2023. That’s when I joined R.S. Hughes as a Customer Service Representative. It didn’t take me long to realize that my passion lies in Customer Care. I realized I loved the Customer Care aspect—conversing, creating meaningful relationships and helping people daily.  

When the company transitioned to our new Customer Care model, my manager, Taylor Mark, Customer Care Manager, thought I’d be a good fit for the new team. I was excited about the opportunity and even more prepared for it thanks to an earlier challenge: managing my coworker Kellsi Vitelli’s accounts while she was on maternity leave. Taking over those big accounts taught me how to prioritize, stay organized and navigate the complexities of national accounts. 

Tools and Teamwork 

One of the things that has helped me grow in my role is the incredible support system at R.S. Hughes. My manager created a shared sheet for customer profiles, where we document essential details like account numbers, shipping preferences and special instructions. It’s a great resource to ensure no detail gets overlooked, especially when accounts transition to new team members. 

I also rely on my colleagues’ insights. I’ve reached out to my fellow Customer Success Specialists, like Jonathan Snively in Birmingham, Alabama, and Savory McGee in Portland, Oregon, to learn the nuances of specific accounts. Asking questions and learning from their experiences has saved me time and helped me avoid potential issues. It’s all about solving problems before they happen—I’ve found that collaboration is key. 

Excited for What’s Ahead 

I’m genuinely excited about the future—for myself and R.S. Hughes. As we settle into our new roles, using new systems like Front for email and other improvements, I know we’re on the right track for growth. 

I want to keep honing my skills, taking on new accounts and contributing to our team’s success. It hasn’t always been easy, but I’m proud of how far I’ve come.  

Change may be challenging, but it’s also rewarding. I’ve seen firsthand how embracing new opportunities and leaning on your team can lead to incredible progress. As R.S. Hughes continues to grow, I’m excited to be a part of it all.