Retention Specialist - Remote

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

The Customer Retention Specialist is responsible for supporting the customer negotiation and resolution process related with post-shipping decorated order challenges in a professional and timely manner.

Key Responsibilities:

• Delivers a consistent level of service on every call while upholding PCNA’s expectations as it relates to established problem resolution guidelines.
• Maintains expertise in both Canadian and other International areas of the business to ensure accuracy with the resolution and order replacement processes.
• Provides quality customer care with resolutions that are favorable to both the organization and our customer.
• Works as a team with all cross-functional departments (Order Processing, Art, Production, Distribution, Product Development, etc.) to ensure successful order deployment, product delivery and customer satisfaction.
• Supports the entry of all returns and credits associated with assigned orders.
• Ensures replacement orders are submitted to the Order Processing area accurately and in a timely manner.
• Acts as product expert to support all product related challenges including but not limited to the construction and function of all items.
• Shares trend details with other areas of the organization such as Product Development and Production to drive long-term resolutions.
• Responds to customer inquiries within 24 hours.
• Ensures department supervisors and managers are updated on returns and credits based on established guidelines.
• Supports in the Non-Standard Decoration Request process.
• Supports the upkeep of daily tracking of incoming, open, and closed issues.
• Supports problem resolution efforts.
• Performs other duties as assigned

Skills and Knowledge:

• Strong computer skills
• Above Average typing skills
• Proficient with using Microsoft Outlook.
• Comprehends, analyzes, defines and creatively resolves all types of order issues.
• Portrays professionalism, flexibility, and accuracy in every decision.

Minimum Requirements:

• High School Equivalent or GED
• 2-3 years customer service experience
• 1 year of PCNA customer facing experience require

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.