Job Description

The Position

Reporting to the Customer Operations Manager, the Customer Service Representative is responsible for providing exceptional customer service to customers while processing their transactions in an efficient, accurate and friendly manner. The CSR will recognize and respond to the customer's needs, identify opportunities to promote and provide advice on Trimark's products and services while developing and retaining customer loyalty.

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

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, 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

Reporting to the Customer Operations Manager, the Customer Service Representative is responsible for providing exceptional customer service to customers while processing their transactions in an efficient, accurate and friendly manner. The CSR will recognize and respond to the customer's needs, identify opportunities to promote and provide advice on Trimark's products and services while developing and retaining customer loyalty.

Key Responsibilities

Answer incoming phone calls and respond promptly to all inquiries Resolve any customer issues in a timely and professional manner Identify opportunities to promote and provide advice on Trimark's products and services Work with other team members to ensure the highest level of service Enter and review orders, following up with the customer when necessary Communicate and uphold policies and procedures through verbal and written communication Develop customer relationships by providing personalized service Understand each customer's needs to provide real, effective solutions Deliver exceptional customer service Respond to customer inquiries about order status Enter orders as required Thoroughly understand and effectively communicate and uphold policies and procedures through verbal and written communication Cover peers/coworkers in their absence Support the OPS team based on demand Monitor central mailboxes for quote requests and general decorated order inquiries, ensuring timely responses Other duties as assigned

Skills and Knowledge

Strong communication, organizational, and follow-up skills Must be customer and solution focused Must have a "save the sale" philosophy and approach Ability to work in a fast-paced environment with a sense of urgency Focused on providing the ultimate customer experience Ability and willingness to live our service spirit

Minimum Qualifications

A minimum of 2 years of customer service experience in a call centre environment Proficiency in Windows and MS Office, including Outlook and Excel Art file experience is an asset

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.

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.