Customer Success Representative - 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

As a Customer Service Representative, you’ll play a key role in creating a positive experience for every customer you support. Whether answering questions, resolving issues, or guiding them through the order process, your focus will be on providing helpful, friendly, and accurate service. You’ll coordinate with internal partners and use established systems and tools to deliver high-quality support. This position is ideal for someone who enjoys problem-solving, communicates clearly and professionally, and takes pride in making customers feel valued and supported.

Key Responsibilities

• Provide accurate, timely, and professional service on all customer interactions, maintaining high standards for accuracy and customer satisfaction.
• Respond to inbound calls and emails from customers and internal partners using our support platforms.
• Assist with order inquiries, product information, and issue resolution throughout the order process.
• Collaborate with internal teams to ensure seamless communication and service.
• Maintain up-to-date knowledge of PCNA products and services.
• Resolve customer concerns professionally and in alignment with company policy.
• Offer creative solutions tailored to the customer’s needs.
• Document all customer interactions according to standard procedures.
• Navigate internal systems to access order details, pricing, and logistics information.
• Perform other related duties as assigned.

Skills and Knowledge

• Strong verbal and written communication skills
• Active listening and empathy in customer interactions
• Effective time management and organizational abilities
• Consistent professionalism and adaptability in a fast-paced environment
• Technical aptitude and ability to learn and use a variety of systems and software tools
• Attention to detail and accuracy

Minimum Qualifications

• High School Diploma or GED required
• 1–2 years of customer service experience, preferably in a call center or fast-paced support environment
• Proficiency in Microsoft Outlook and Word.
• Familiarity with customer relationship management (CRM) systems preferred

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:

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

M-F 9:00AM - 5:30PM EST

M-F 10:00AM - 6:30PM 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.