Customer Service Representative - Spoke

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
JOB SUMMARY:
The customer Success Representative will be responsible for ensuring customer satisfaction and retention by providing exceptional customer service, resolving customer issues, and promoting product adoption. This role requires a proactive approach to understanding customer needs, effective communication skills, and the ability to collaborate cross-functionally to drive customer success.
Job responsibilities and expectations are clearly defined, as is the scope of job authority.
A key aspect of the job includes the ongoing identification of customer problems and the development of sound, carefully thought-out solutions. Problem solving is focused on proven systems and technologies and established organizational relationships. Because of the expertise developed in this position, it is necessary to regularly initiate and communicate viewpoints on problems and opportunities in a factual, straightforward manner, focusing on delivering exceptional customer satisfaction.
This job allows for autonomy and independence and is primarily self-reliant. Because of the fast-paced job environment, decisions must be made quickly and firmly, within the defined scope of job authority and based on job expertise.
FUNDAMENTAL DUTIES:
Customer Engagement:

• Build strong relationships with customers to understand their needs and challenges.
• Proactively reach out to customers to ensure satisfaction and address any concerns.

Issue Resolution:

• Respond to customer inquiries and resolve issues in a timely and professional manner.
• Escalate complex issues to the Customer Success Manager or relevant department for resolution.

Product Knowledge:

• Maintain a deep understanding of the company’s products and services.
• Educate customers on product features, benefits, and best practices.

Retention and Growth:

• Monitor customer usage patterns and identify opportunities for upselling or cross-selling.
• Work closely with the Account management team to renew contracts and promote customer retention.

Documentation:

• Maintain accurate records of customer interactions, feedback, and support tickets.
• Update the CRM system with relevant customer information and activity.

SKILLS AND KNOWLEDGE:

• Verbal and written communication skills
• Active listening skills
• Strongly focused on organization and time management.
• Portrays professionalism, flexibility, and accuracy in every decision.
• Attention to detail.

MINIMUM QUALIFICATIONS REQUIRED:

• High School Equivalent or GED
• Proficient in relevant computer applications
• 1-2 years’ experience in a customer service field required
• Experience using Outlook, Word, and website searching in a professional setting required

PHYSICAL REQUIREMENTS:

• Frequent Sitting
• Occasional Standing
• Rarely Walking
• No Kneeling
• Frequent Bending
• No Crouching/Climbing
• Occasional Stair Climbing

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.