Account Management Specialist - Remote

Who are we?

Polyconcept North America (PCNA) is the industry’s biggest and most diverse offering of promotional products and decoration services. Our employees are spread across six locations.

What we offer you

• Full healthcare and benefits! The health and wellness of our employees is important to us, that’s why we offer benefits including medical, vision, dental, short-term disability, and more!
• Flexible scheduling
• 401k Matching
• Generous Paid Time Off and Holidays
• PCNA Cares Share Fund – donating to teammates in times of need

Why you will make it your career

• We value our employee’s contributions in a collaborative and inclusive work environment
• Our culture encourages listening, understanding and a sense of empathy makes PCNA stronger
• As the industry leader for environmental responsibility, sustainability is the key to every decision we make
• We invest heavily in modernization, operating more efficiently with cutting edge digital technology

 Our Values

• Delight Customers: Treat our customers the way you’d like to be treated.
• Think Team: Work together to get the job done. Be inclusive and collaborative.
• Own It: Be accountable. Embrace challenges as opportunities, roll up your sleeves and make it happen.
• Work Smart: Time is valuable. Focus on the things that can have the biggest impact on our business and customers. Be inquisitive and innovative
• Say It Like It Is: Be candid, honest and respectful. Offer constructive insights and welcome other’s input.

Our Businesses

Leed’s is the premier supplier of high-quality promotional products, with goods ranging from pens and drinkware to bags and mobile tech. Bullet is a leading supplier of low-price promotional products,​ offerin​g deep inventory, reliable service and 24-hour turnaround. Trimark, a member of PCNA, is a leading developer and manufacturer of logo'd apparel for the Canadian and U.S. promotional industries. Trimark sells logo'd apparel across 6 different categories; Polos, T-Shirts and Tops, Woven Shirts, Knits and Fleece, Jackets, and Accessories, including Headwear. At JournalBooks, we believe in creative minds working together to create something truly unique in journals and planners. ETS has always sought to provide the very best in service, product selection, printing capabilities and competitive pricing, focused on drinkware, ETS offers a broad range of high quality drinkware categories. Spoke’s print-on-demand solutions and premium product assortment are standing by to help expand your inventory and fulfill your event and gifting needs!

The Position

This position is responsible for managing the complete service needs of an established territory consisting of customers from our top tier customer segments which include Premier and Elite accounts in the absence of the responsible assigned Account Manager.

Responsibilities:

• Support the PCNA Service Spirit with every action taken every day with both internal and external customers.
• Serves as single point of contact for an assigned territory base, as coverage for absent Account Managers.  This requires the Representative to support all customer inquiries in the form of calls, chat, fax, e-mails or other communication vehicles.
• Supports successful working relationships with all areas needed to support the territory being covered including but not limited to the Field Sales Managers for both PCNA product divisions, Strategic Account Managers, National Sales Account Manager, Apparel Project Managers and the PCNA Account Support team.
• Delivers a consistent level of service on every call and email while upholding PCNA’s expectations as it relates to accuracy, customer satisfaction, and problem resolution.
• Maintains expertise in both Canadian and other international areas of the business.
• Works as a team with all cross-functional departments (Order Processing, Art, Production, Distribution, Marketing, Product Development, etc.) to ensure successful order deployment, product delivery and customer satisfaction. 
• Manages Catalog Program business for the covered territory, which includes the setup, maintenance, and year end cleanup of all programs within their territory.
• Serves as secondary support for WorldSource inquiries including the fulfillment of quote requests.
• Acts as product expert to support all product related questions including but not limited to the construction and function of all items.
• Acts as an expert in all website offerings such as mypromoproof, usb uploads, myleedsworld, e-showcase, and all other web-based offerings to assist customer with training and technical questions.
• Monitors and facilitates the order status and movement through the system by working daily reports associated with inventory, spec issues, approval and other order level holds against orders established fulfillment date for all PCNA facilities
• Performs any ongoing maintenance needs for covered territory’s established projects.
  • Supports customer with the creation of things such as freight quotes, sample orders, virtual specs, and click and create flyers.
  • Manages complete problem resolution process on post shipping Blank and Sample order issues.  Completes the Customer Solutions Forms to prompt the problem resolution efforts for decorated orders.
  • Monitors and facilitates inventory shortage situations, Production order leveling, inventory situations related to misprints, and all other Production and Shipping situations that may prompt a customer call to resolve.
  • Supports marketing related activities as identified by the Marketing team and Sales Organization.  Actions to support include things such as flyer creation and distribution through Eloqua.
  • Supports customer requests for special projects and all associated activities such as merchandising support, quote creation and virtuals.
  • Supports Non-Standard Decoration Request process. Submitting NSL request if needed.
  • Supports Call Center when needed to cover peak call times, or when no Account Management coverage is needed.
  • Performs all other duties as assigned.

     

    Required Skills:

  • Strong computer skills
  • Ability to manage projects
  • Proficient in Microsoft applications including but not limited to Outlook, Word, Excel, and PowerPoint
  • Above Average typing skills
  • Strong communication skills both written and verbal
  • Ability to multi-task and prioritize daily tasks for completion
  • Portrays professionalism, flexibility, and accuracy in every action and/or decision
  • High School Equivalent or GED
  • Minimum of 3 years’ experience in a customer service role.
  • – or –
  • 2 years’ experience as a PCNA Order Processing Specialist or PCNA Customer Service Representative meeting or exceeding established performance goal.

Shift : 9am - 5:30pm

Together We Inspire Pride

We want our team members to be proud of the essential work they do, our commitment to the sustainability, and the overall customer experience.  We are a culture that will invest heavily in our people, our company and in state-of-the-art technology to be at the forefront of innovation.

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PCNA is an equal opportunity employer. PCNA provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics, or any characteristic applicable under state, federal and local laws.

Fraud Disclaimer:

PCNA is aware of recruitment scams in which individuals are falsely claiming to represent our company and/or our employees. All legitimate communication from PCNA will come from our Applicant Tracking System, LinkedIn Recruiter, or a verified PCNA email address ending in @pcna(.)com. We do NOT conduct interviews via instant messaging platforms like Skype or request sensitive personal information early in the hiring process. If you receive a message that seems suspicious, we recommend verifying its legitimacy and immediately reporting any fraudulent activity.