Recently, Domtar received Crayola’s 2025 CARE (Colorful Action for Renewable Energy) award. We were selected for our customer support, including our consistent attention to detail, timeliness and accuracy in responding to sustainability-related data requests.
Crayola also cited our forest management and responsible wood and fiber sourcing practices as contributing factors in the selection, both of which are part of Domtar’s 2030 Sustainability Strategy commitments, which also include advancing shared goals and building mutual trust with customers.
Currently, 100 percent of our wood and fiber is from responsible sources. By 2030, we plan to increase landowner engagement in our fiber value chain compared to 2025 on practices that deliver social, environmental and economic value. Because Domtar manufactures the paper used in Crayola coloring books, these practices support Crayola’s broader environmental goals and product sustainability standards.
Crayola, a subsidiary of Hallmark, presented the award at its headquarters in Easton, Pennsylvania.
“This tribute means a lot because helping our customers reach their goals is a cross-functional effort, with many people playing a part,” says Danielle Sinclair, senior account manager for national accounts, including Crayola. “Collaboration and accountability matters. We’re proud to help Crayola bring color and creativity to the world.”
Customer Support at Domtar is Collaborative
Domtar account managers like Sinclair and Bob Saxon, account manager for converting and transactional print, ensure that customers have all the information they need, such as environmental information, to make informed decisions.
“In recent years, companies have been placing more emphasis on sustainability and the environmental piece,” says Saxon, who oversees the Hallmark account. “The sales team at Domtar works directly with our Sustainability team to get the right information to our customers. Together, we make sure everyone is on the same page.”
Saxon calls Domtar’s cross-functional customer support team the ‘unsung heroes’ in the process. That’s because, in 2024, the Sustainability team responded to more than 500 customer sustainability and regulatory requests.
Jordan Bowers, Customer Relations Coordinator on Domtar’s Sustainability team, fields these requests and gathers data from subject matter experts throughout the company to ensure client questions are answered accurately.
In 2025, the team launched a new customer support portal to streamline how customers request and receive sustainability data. These efforts reflect Domtar’s company value of accountability and its mission to deliver industry-leading forest products with care for employees, customers and communities, and a dedication to sustainability.
“The portal has helped make the process easier and faster for Domtar and our customers alike,” says Bowers. “But beyond that, we’re finding new ways to equip our sales team with answers to common sustainability questions so they can answer client questions quickly and with confidence.”
Together, Bowers, Saxon and Sinclair have also identified opportunities to collaborate further when it comes to meeting the customer support needs of Hallmark and Crayola, as well as other customers.
“Rather than Bob and I duplicating work with our customers, there’s an opportunity for us to ask how we can help them streamline their own efforts as well as ours,” says Sinclair. “At the end of the day, we want to be a strategic resource for our customers, and our Sustainability team is helping to make that possible.”
Bowers agrees. “Every experience like our customer support work with Crayola teaches our team more about how we can manage inquiries faster and better so that everyone finds the job of compliance just a little bit easier,” she says.
