Customer Service Operations Specialist - Remote

Customer Service Operations Specialist - Remote

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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.

• 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

• 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

• 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.

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 Journal Books, 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‑delivery solutions and premium product assortment are standing by to help expand your inventory and fulfill your event and gifting needs!

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.

• 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…