We could cite many people who began their career in the office technology industry soon after graduating from college, but Sarah Custer, Director of Services and Solutions at Supplies Network, has them all beat. “I actually started in the industry — and Supplies Network — before I was old enough to drive,” reveals Custer. “I was lucky enough to have a family member in the business, so I came in for the summer to do a job planned for a temporary hire.”
Custer was tasked with making hundreds of phone calls to update contact information and clean up their customer database. She says she really enjoyed her time spent in the office that summer and came back the next summer, which eventually led to coming in after class during the school year to do administrative and data entry work.
“During college, I worked after class as a sales assistant, but I very much wanted to move into a sales rep role, so I started going to school at night and finished both my undergraduate and graduate degrees that way,” she recalls. Today, Custer is charged with leading Supplies Network’s services and solutions divisions, a key figure as the company has expanded beyond traditional imaging supplies. She enjoys the diversity and the challenges that her position presents.
“One of the great things about my job is that no two days look exactly alike,” she says. If I’m not traveling to an industry event or a customer visit, days consist of meetings with my team and other departments internally at Supplies Network as well as at least a few external calls. The external calls are made up of conversations with our dealers, partners and manufacturers. I really enjoy the variety and getting to learn about so many different companies.”
Custer says that it was a great surprise to be recognized by her peers as a Difference Maker. “We have so many wonderful individuals contributing to our industry, and I am proud to be considered among this group,” she says.
As for the difference makers in her own life, Custer says that she is truly blessed to have had several colleagues and mentors who impacted both her career and personal life. But if she had to name just one, she says, it would be her father, Barney Kister, Supplies Network’s senior vice president of strategic relationships.
“I guess you could say the imaging industry is in my blood,” she muses. “From a very young age, I was inspired by his passion for the business and feel very fortunate that he has shared that with me. I’m also very fortunate that he made a conscious effort to never accept anything but my best. Early on it seemed difficult, but looking back it has helped to shape my work ethic and determination to succeed.”
Custer adds that it was her father who offered her the most memorable advice, a quote from Steven Covey: “Seek first to understand, then to be understood.”
“While he obviously didn’t coin the phrase, he has at various times in my career reminded me of its importance,” she explains. “It’s a principle that can be applied to every relationship we have, both at work as well as in our personal lives. When you fully understand where the other person is coming from it changes the entire dynamic. This is a practice that takes constant work but is always worth the effort.”
Asked her thoughts on the state of the office technology industry, Custer replies that it is definitely in a state of change. Her view is that there is opportunity for those willing to embrace change and evolve their businesses. “This industry is full of smart, tough individuals who will do what it takes to survive and thrive,” she adds.
Right now Custer is focused on changes within her own department. She says that early in 2016 they merged their service and solutions sales team and technical operations team together under one department. Her goal is to create a cohesive team focused on the common goals of delivering a best-in-class managed print services offering while providing superior customer service.
“The two teams have been up to the challenge and are working everyday toward higher levels of collaboration,” she adds. “I think that when we look back on this year we will be very pleased with our progress. Our resellers will best identify this effort via the enhancements and additional services they see us bringing to the market to better assist them in growing their MPS business.”
For Custer, the challenges are exciting, but she cites the personal interactions as the most enjoyable aspect of her job. “I truly enjoy engaging with and learning from others,” she says “Whether its colleagues, partners or vendors, I enjoy the time spent learning the perspectives of others.”
