Customer Success Representative II - Remote

Who are we?

Polyconcept North America (PCNA) is the industry’s biggest and most diverse offering of promotional products and decoration services. At PCNA, we don’t just create products — we inspire brand experiences. Join our team and be part of a company where you can make a mark, build something meaningful, and grow in your career while helping brands leave lasting impressions.

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

In this role, you’ll focus on supporting and growing customer relationships by providing proactive service and outbound support to assigned accounts. You’ll work with a range of customers and provide additional support to other segments as needed. You’ll use established tools and systems to manage inquiries, resolve issues, and document activity accurately. This role also involves coordination with internal teams to ensure a seamless customer experience. A strong service mindset, along with excellent communication and organizational skills, is essential for delivering results and driving long-term customer satisfaction.

Key Responsibilities

• Take the lead on customer interactions for assigned accounts while working within a team-based support model to address needs and service inquiries.
• Respond to inbound and outbound calls and emails from customers and internal partners.
• Support the end-to-end order process and help identify opportunities for account growth.
• Build and strengthen customer relationships to support long-term retention and help meet growth-related KPIs.
• Develop a deep understanding of PCNA’s products and services to offer informed recommendations, including upselling and cross-selling when appropriate.
• Accurately document customer interactions and account activity in internal systems.
• Represent the PCNA brand by clearly communicating the value of our products and what sets us apart in the market.
• Collaborate with teammates to manage call flow, share workload, and maintain responsiveness during high-volume periods.
• Participate in regular team meetings to review performance benchmarks and align on weekly and team goals.
• Perform other duties as assigned.

Skills and Knowledge

• Strong verbal and written communication skills
• Active listening and empathy in customer interactions
• Effective time management, organization, and prioritization in a fast-paced environment
• Technical aptitude and ability to quickly learn and navigate internal systems and software
• Attention to detail and a high degree of accuracy in all work
• Professional, adaptable, and able to engage with a wide range of customer personalities and internal partners
• Willingness to continuously learn and contribute to team and department goals

Minimum Qualifications

• High school diploma or GED
• Minimum of one year in a customer service or customer-facing role at PCNA
• Proficiency in Microsoft Office (Outlook, Word, Excel)
• Ability to learn and navigate multiple internal systems and tools
• Strong written and verbal communication skills

Residency Requirements:

Must be located in one of the following states: Colorado, Florida, Georgia, Illinois, Kentucky, Massachusetts, Michigan, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Texas, Washington, or Utah.

Shifts Available:

M-F 8:00AM - 4:30PM or 8:30AM - 5:00PM EST 

M-F Any start time between 9:00AM - 5:30PM EST - 11:00AM - 7:30PM EST

M-F 11:00AM - 7:30PM EST

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.

**********************************************

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.