Customer Service Operations Specialist

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

• 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

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!

The Position

The Customer Service Operations Specialist is a critical individual contributor responsible for improving frontline readiness, driving consistent performance, and optimizing processes that enable the Customer Success teams to deliver exceptional customer experiences. This role requires strong influence across multiple teams without direct authority.

This role blends coaching, content development, workflow optimization, and performance improvement, while serving as the strategic liaison between frontline teams and internal partners. The ideal candidate brings expertise in adult learning, process improvement, and cross-functional collaboration. Experience with Agile or Scrum methodologies is highly beneficial, as this role will frequently lead iterative improvement cycles, manage backlogs of enablement needs, and facilitate rapid experimentation in training and operational workflows.

Key Responsibilities:

Operational Enablement & Content Management

• Develop, maintain, and refine Customer Success SOPs, workflows, and process documentation.
• Ensure all content is tailored to frontline needs, easy to understand, and aligned with team workflows.
• Identify friction points or knowledge gaps affecting day-to-day operations and propose solutions in partnership with supervisors and cross-functional stakeholders.
• Collaborate with the HR Organizational Development (OD) team to align with content governance standards, instructional design frameworks, and enterprise learning strategy.
• Monitor team-level KPIs such as handle time, QA scores, accuracy rates, and training effectiveness.
• Conduct skills gap analysis and develop targeted coaching or micro-learning interventions.

Workflow, System & Tool Optimization

• Analyze operational workflows to identify inefficiencies, bottlenecks, and opportunities for optimization.
• Recommend process enhancements and productivity tools that improve frontline efficiency and customer outcomes.
• Partner with IT and internal systems teams to resolve system issues impacting customer-facing teams.
• Maintain feedback loops to ensure systems and enablement tools evolve with team needs.

Frontline Learning, Coaching & Onboarding

• Own and deliver Customer Success–specific onboarding programs, including individualized learning plans and training roadmaps.
• Conduct 1:1 and small-group role-specific training for new hires, skill refreshers, and ongoing upskilling initiatives.
• Provide real-time coaching through QA reviews, call listening, and feedback huddles.
• Reinforce frontline capabilities including product knowledge, time management, troubleshooting, and customer communication best practices.

Frontline Advocate & Cross-Functional Liaison

• Serve as the communication bridge between Customer Success, Sales, IT, and HR.
• Provide actionable insights derived from frontline interactions, performance trends, and customer feedback.
• Influence cross-functional decision-making by representing frontline realities in system design, training initiatives, and process improvements.

Skills and Knowledge:

• Demonstrated ability to coach frontline employees and deliver effective role-specific training.
• Strong process-development and documentation skills.
• Experience influencing cross-functional stakeholders without formal authority.
• Analytical skills with the ability to interpret performance data and translate insights into action.
• Excellent communication, facilitation, and presentation skills.

Minimum Qualifications:

• 5+ years in enablement, training, customer success, sales support, operations, or related roles.
• Experience in Agile, Scrum, or similar iterative frameworks.
• Background in instructional design or adult learning principles.
• Familiarity with LMS platforms and content governance processes.
• Experience working with Customer Success tools, CRM or support platforms, and operational workflow systems.

Residency Requirements:

Must be located in or able to relocate to one of the following states: Florida, Georgia, Illinois, Kentucky, Massachusetts, Michigan, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, or Texas.

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.

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.