Senior Customer Success Representative

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!  

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, troubleshoot