Job Description

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

• Comprehensive healthcare and benefits packages! The health and wellness of our employees is important to us, which is why we offer benefit options including medical, vision, dental, disability, and more

• Flexible scheduling

• 401k matching

• Generous paid time off and paid 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

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

The Order Processing Specialist (OPS) is the main point of contact for the customer throughout the order process where taking care of the customer is our main objective. The OPS position is integral to our operation as they are responsible for efficiently managing the end-to-end order process. This role involves data entry, customer interaction, problem-solving across departments, and overseeing orders from receipt to shipment. OPS's collaborate closely with our Sales, Art, Production, and Shipping teams to ensure accurate order fulfillment while delivering exceptional customer service. This position is ideal for someone who is detail-oriented, and enjoys a fast-paced, collaborative environment.

Key Responsibilities

• Accurately enter and maintain customer orders in the Pace system, tracking each step from initial setup through final shipment.
• Coordinate with the art and production teams to ensure proofs, materials, and schedules meet quality standards and on-time delivery requirements.
• Engage with customers, providing top-notch service via phone and email, and proactively anticipating customer needs.
• Collaborate with various departments to resolve issues and ensure smooth order processing.
• Manage rush orders and proactively address any changes to order details, scheduling, or shipping.
• Maintain meticulous organization of order-related information including verifying order accuracy, material availability, and required documentation before release for production or shipping.
• Demonstrate strong initiative and problem-solving abilities.
• Strive for continuous improvement and offer solutions to challenges.
• Must always maintain a positive and professional attitude.

Skills and Knowledge

• Excellent customer service skills, with a proactive approach and the ability to anticipate customer needs
• Technical aptitude and ability to learn internal order-processing software and other systems in a timely manner
• Strong written and verbal communication skills for customer and cross-department interactions
• Excellent organizational abilities with a high level of accuracy and attention to detail
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment
• Team-oriented mindset with the flexibility to work independently when needed
• Initiative, ability to take direction and run with it.
• Analytical thinking and problem-solving skills.
• Familiarity with printing or shipping processes a plus; willingness to learn required

Minimum Qualifications

• High school diploma or equivalent (GED) required
• 3-5 years of experience in order processing, customer service, or a related administrative role—manufacturing or print environment preferred
• Proficiency in data entry, email communication, and Microsoft Office programs
• Demonstrated comfort using computer systems and adapting to new technology
• Experience with customizable or made-to-order products preferred
• Prior experience in a business-to-business (B2B) environment preferred

Joining the Journalbooks Team:

If you are a motivated, creative individual who enjoys problem-solving and working in a fun and supportive environment, JournalBooks may be the perfect fit for you! Join our team and contribute to our mission of providing innovate custom journals and planners to meet the unique needs of our clients.

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.