What are the responsibilities and job description for the Senior Customer Success Representative position at PCNA?
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, offering 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!
At Spoke Custom, we are on a mission to empower creators, entrepreneurs, and brands to bring their ideas to life with premium print-on-demand products. Whether it is custom apparel, home décor, or unique merchandise, we make it easy to design, sell, and deliver high-quality items worldwide. As we continue to grow, we are looking for a dedicated Senior Customer Service Representative to elevate our customer experience and help us maintain our reputation for excellence.
JOB SUMMARY:
As a Senior Customer Service Representative at Spoke Custom, you will play a critical role in ensuring our customers receive exceptional service. You will manage complex inquiries, resolve escalations, and act as a mentor to the customer service team. Your expertise and proactive approach will directly contribute to customer satisfaction and the overall success of our fast-paced, creative environment.
FUNDAMENTAL DUTIES:
- Deliver high-quality service to customers, ensuring satisfaction and positive customer experiences to build and nurture customer relationships to foster loyalty and repeat business.
- Manage high volumes of customer interactions across email, chat, and phone channels with professionalism and empathy.
- Provide expert assistance on order placement, design specifications, production timelines, shipping inquiries, and returns.
- Function as a primary point of contact and take ownership of advanced customer issues and escalations, ensuring timely and effective resolution while maintaining brand reputation.
- Stay up to date on all product offerings, ensuring in-depth knowledge of custom apparel, home décor, and merchandise for accurate and enhanced customer support.
- Collaborate with production, fulfillment, and design teams to resolve order discrepancies and ensure smooth processing.
- Mentor and support junior customer service representatives, sharing best practices, troubleshooting techniques, and solutions to foster their growth and development.
- Track and identify trends in customer satisfaction metrics and feedback and implement actionable improvements to enhance products, processes, service delivery, and the overall customer experience.
- Maintain accurate records of customer interactions using our CRM tools to ensure a consistent and positive experience for customers.
- Contribute to the continuous improvement of internal customer service resources, including FAQs and training materials.
- Promote a positive, customer-first culture within the support team.
- Other duties as assigned.
SKILLS AND KNOWLEDGE:
- Excellent communication skills, both verbal and written.
- Active listening and attention to detail skills.
- Strong problem-solving abilities and a proactive mindset.
- Experience with customer service platforms like Zendesk, Gorgias, Freshdesk, or similar.
- Familiarity with order management systems and production workflows is a plus.
- Ability to manage multiple priorities in a fast-paced environment.
- Leadership qualities with a passion for mentoring and team development.
- A genuine enthusiasm for creative solutions and exceptional customer experiences.
MINIMUM QUALIFICATIONS REQUIRED:
- High School Equivalent or GED.
- Proficient in MS Office Suite.
- 3–5 years of customer service experience, preferably in print-on-demand, e-commerce, or manufacturing.
Residency Requirements:
Must be located in one of the following states: California, Colorado, Florida, Georgia, Illinois, Kentucky, Massachusetts, Michigan, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Texas, Washington, or Utah
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.
