Inside Sales/ Customer Service Supervisor- JournalBooks

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 invest heavily in modernization, operating more efficiently with cutting edge digital technology
• 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

Our Values

Delight Customers: Treat our customers the way you’d like to be treated.

Work Smart: Time is valuable. Focus on the things that can have the biggest impact on our business and customers. Be inquisitive and innovative

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.

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 the Inside Sales / Customer Service Supervisor, you will lead a team of Inside Sales/Customer Service Representatives, overseeing their daily activities and ensuring that they consistently provide outstanding service to our customers. You will be responsible for setting goals, coaching, and motivating the team to exceed expectations while maintaining a high standard of creativity, professionalism, and customer satisfaction. This role is both strategic and hands-on—you’ll be the key driver in helping the team meet sales goals, improve operational efficiency, and nurture customer relationships. 

A Culture of Creativity and Collaboration

At JournalBooks, creativity and innovation drive everything we do. Our team is made up of motivated and imaginative individuals—writers, designers, sales professionals, and more—who bring a unique spark to their work, whether it’s crafting innovative designs, delivering exceptional customer service, or driving sales. Together, we design, sell, and deliver custom journals and planners that meet the unique needs of our clients. We foster a fun, supportive environment where problem-solving and collaboration are at the heart of our success. If you're ready to contribute your ideas and enthusiasm to a dynamic team, JournalBooks is the perfect place to grow and make an impact.

Key Responsibilities:

• Team Leadership & Coaching: Lead, motivate, and mentor a team of Inside Sales / Customer Service Representatives. Provide ongoing training, coaching, and performance feedback to ensure team members develop professionally and meet individual and team goals.
• Performance Management: Monitor team performance, track key performance indicators (KPIs), and provide regular feedback to ensure the team meets sales and service targets. Implement strategies for improvement and celebrate wins along the way.
• Customer Experience Excellence: Ensure that every interaction with customers—whether through phone calls, emails, or chat—is professional, personalized, and meets the high standards of service we set. Lead by example, consistently demonstrating excellent customer service practices.
• Collaboration Across Departments: Work closely with Sales, Production, and Order Processing teams to ensure seamless communication, smooth order management, and on-time delivery. Act as the point of contact between departments to resolve issues and ensure customer satisfaction.
• Problem Solving & Escalation: Handle escalated customer inquiries and challenging situations with poise and professionalism. Offer creative solutions to resolve customer issues while maintaining the integrity of our service standards and policies.
• Sales Support & Strategy: Support the team in achieving individual and team sales targets. Collaborate with the sales team to identify opportunities for upselling and cross-selling products. Provide guidance on pricing, product recommendations, and promotional strategies.
• Process Improvement: Continuously assess team workflows, identifying opportunities to improve efficiency, streamline processes, and enhance the customer experience. Implement best practices to maintain high levels of accuracy and timeliness in all customer interactions.
• Reporting & Analytics: Track team metrics and sales performance, preparing regular reports for management. Use data to assess trends, identify areas for improvement, and make data-driven decisions to enhance team performance.
• Maintain a Positive Team Culture: Foster an environment of teamwork, creativity, and positivity. Encourage professional growth, celebrate successes, and promote a culture of collaboration and mutual respect.

Required Skills & Abilities:

• Leadership Experience: At least 2 years of supervisory or leadership experience in an inside sales or customer service environment, ideally in a promotional products, printing or manufacturing industry.
• Exceptional Communication: Strong verbal and written communication skills, with the ability to coach, inspire, and effectively manage a team. Comfortable providing constructive feedback and handling challenging customer interactions.
• Customer-Focused Mindset: A passion for delivering outstanding customer service, with a deep understanding of how to manage customer relationships and resolve issues effectively.
• Problem-Solving: Ability to think creatively and strategically to resolve complex customer issues and improve team processes.
• Sales Knowledge: Experience with sales processes, including tracking metrics, setting goals, and driving results. Ability to support the team in meeting and exceeding sales targets.
• Organizational Skills: Strong multitasking and organizational skills, with the ability to manage a variety of tasks and priorities effectively.
• Tech-Savvy: Comfortable using internal systems (PACE) and other CRM tools to track sales, customer interactions, and performance data. Experience with basic data entry and reporting.
• Industry Insight: Familiarity with the printing or promotional product industry is a plus but not required.
• Positive Attitude: A motivated, solutions-oriented leader with a high-energy, can-do attitude that fosters a positive, collaborative team culture.

Education & Experience:

• Education: Associate degree preferred, or equivalent experience in a related field.
• Experience: 3 years in a customer service or inside sales role, with at least 2 years in a leadership or supervisory position.

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.