Account Management Specialist

PCNA; United States; On-site; USD 50,000 - 65,000; Full time

Job summary

PCNA is seeking an Account Management Specialist to manage customer service needs in designated territories. This key role involves acting as the main point of contact, supporting top-tier customers, and ensuring seamless communication and order execution across multiple departments. Applicants should have strong communication skills, experience in customer service, and proficiency in Microsoft Office.

Benefits

Full healthcare and benefits

401k Matching

Generous Paid Time Off and Holidays

PCNA Cares Share Fund

Qualifications

• Minimum 3 years of customer service experience.
• Ability to work in a cross-functional, fast-paced environment.
• Strong written and verbal communication skills.

Responsibilities

• Serve as the primary contact for customer needs.
• Respond to inquiries via phone, email, and chat.
• Collaborate with internal teams to ensure smooth order execution.

Skills

Communication

Organization

Microsoft Office

Detail-oriented

Education

High school diploma or GED

Job description

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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!
• 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 Account Management Specialist is responsible for managing the complete service needs of a designated territory in the absence of the assigned Account Manager. Supporting top-tier customer segments (Premier and Elite), this role acts as the main point of contact to ensure a seamless customer experience through timely communication, accurate order support, and strong cross-functional collaboration.

Key Responsibilities:

• Serve as the primary contact for customer needs in assigned territories when Account Managers are out
• Respond to customer inquiries via phone, email, chat, and other communication channels
• Collaborate with internal teams (Sales, Order Processing, Art, Production, Distribution, Marketing, Product Development) to ensure smooth order execution
• Manage order status and resolve issues related to inventory, spec holds, approvals, and fulfillment timelines
• Support Canadian and international accounts as needed
• Maintain and oversee catalog program setup, maintenance, and year-end cleanup for the assigned territory
• Provide secondary support for WorldSource quote requests and project fulfillment
• Act as a technical and product expert across PCNA platforms (e.g., mypromoproof, USB uploads, e-showcase)
• Assist with customer marketing needs including flyer creation and Eloqua distribution
• Support the Call Center during high-volume periods

Skills and Knowledge:

• Strong written and verbal communication skills
• High proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint)
• Strong organizational skills with the ability to manage projects and prioritize daily tasks
• Above-average typing speed and accuracy
• Flexible, professional, and detail-oriented in all interactions
• Ability to work effectively in a cross-functional, fast-paced environment

Minimum Qualifications

• High school diploma or GED
• Minimum of 3 years of customer service experience
• INTERNAL CANDIDATES: 2 years of experience as a PCNA Order Processing Specialist or Customer Service Representative with strong performance
• Ability to support multiple business units and adapt to shifting priorities
• Availability to work 9:00 AM – 5:30 PM EST

Residency Requirements

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

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.

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.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Sales and Customer Service

• Industries

  Manufacturing and Retail

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

Disability insurance

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