Job Description

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,​ 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!

The Position

This role supports the front-line processing of incoming standard lead time orders and order changes. Responsibilities include accurate review and entry of all order-related data such as item specifications, pricing, inventory, shipping details, and any special handling requests. This individual will ensure orders are processed efficiently, customer inquiries are addressed professionally, and service expectations are met or exceeded.

Key Responsibilities:

• Completes full-cycle processing of incoming standard lead time orders and changes, ensuring accurate entry of order data including product selection, pricing, inventory status, and shipping information.
• Responds to customer inquiries related to orders, changes, or shipping status through phone, email, or internal systems.
• Collaborates cross-functionally with other departments (e.g., Customer Success, Art, Sales, Production) to resolve order issues and support customer needs.
• Maintains responsibility for orders from initiation through fulfillment, proactively resolving issues and tracking status.
• Upholds service and quality standards by meeting established metrics related to order accuracy, responsiveness, and productivity.
• Monitors and acts upon order exception or error reports to ensure production readiness.
• Ensures all orders are cleared and released for production on time, especially for next-day and standard lead time schedules.
• Provides customers with pricing support, item suggestions, and general order consultation when needed.
• Handles freight quote requests and shipping inquiries.
• Assists with escalated order issues, delivery follow-ups, or resolution of discrepancies pre-shipment.
• Covers for fellow OPS teammates as needed to ensure uninterrupted workflow.
• Performs other tasks as assigned by the Supervisor to support business needs.

Skills and Knowledge:

• Strong verbal and written communication skills.
• Proven customer service skills with ability to manage complex requests in a professional manner.
• Computer literacy, with proficiency in Microsoft Office and familiarity with order entry or customer service systems.
• Ability to work both independently and collaboratively in a fast-paced, high-volume environment.
• Strong problem-solving, decision-making, and judgment skills.
• Excellent attention to detail, organization, and follow-through.
• Comfortable managing multiple tasks and shifting priorities under tight deadlines.
• Experience in a service-oriented, operational, or order processing environment is a plus.
• Commitment to team support, continuous improvement, and shared goals.

Minimum Requirements:

• H.S. diploma or GED required.
• Experience in a customer-facing, operations, or call center environment preferred.

Shifts available:

(5) 10am - 6:30pm

(3) 11am 7:30pm

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, or Utah

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 NOTconduct 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.