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

SUMMARY

The focus of this specialized, technically oriented Customer Service position is on meeting and exceeding high standards of accuracy and quality based on established systems, technologies and guidelines.

Strength in technical problem solving based on expertise and experience, and a strong commitment to efficiently achieve high quality results is required. A thoughtful, persevering, self-disciplined approach to achieving accurate, detailed work is essential.

Job responsibilities and expectations are clearly defined, as is the scope of job authority. Expertise and competency is developed in a comprehensive classroom training.

FUNDAMENTAL DUTIES

• Delivers a consistent level of service on every call while upholding PCNA expectations as it relates to accuracy, customer satisfaction, and problem resolution.
• Answer inbound calls and respond to emails, Online Chat, and Skype requests from customers and internal partners.
• Supports customers’ day-to-day service needs related to order inquiries.
• Work with other internal partner teams to ensure a smooth and satisfactory customer experience and result.
• Maintain product knowledge and act as expert on our line of goods and services.
• Manage and resolve customer concerns.
• Provide creative solutions and options to customers.
• Document communication according to standard operating procedures.
• Quickly navigate our proprietary software system to provide customers with order information, price quotes, and freight costs.
• Other duties as assigned.

SKILLS AND KNOWLEDGE.

• Verbal and written communication skills.
• Active listening skills.
• Strongly focused on organization and time management.
• Portrays professionalism, flexibility, and accuracy in every decision.
• Attention to detail.

MINIMUM QUALIFICATIONS REQUIRED

• High School Equivalent or GED
• Proficient in relevant computer applications
• 1-2 years’ experience in a customer service field required
• Experience working in a call center atmosphere preferred
• Experience using Outlook, Word, and website searching in a professional setting required

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.