PCNA

• Lead, coach, and develop a team of Customer Success Managers focused on customer retention, satisfaction, operational execution, and account growth. • Establish performance expectations, coaching plans, and development opportunities for team members. • Foster a customer-first culture focused on accountability, collaboration, responsiveness, and continuous improvement. • Build scalable customer success processes, workflows, and engagement models that support organizational growth. • Drive alignment and collaboration between Customer Success, Sales, Customer Care, Operations, Supply Chain, and other internal departments. • Partner with executive leadership to develop customer success strategies aligned with PCNA’s business objectives. • Support succession planning, talent development, and organizational effectiveness within the Customer Success function.

• Develop and execute a strategic sales plan to achieve revenue targets. • Initiate outbound calls, emails, and other outreach methods to engage potential clients. • Qualify leads by understanding client needs, pain points, and fit for our solutions. • Create compelling presentations and proposals that showcase our value proposition. • Lead contract negotiations, ensuring mutually beneficial agreements. • Build and nurture strong relationships with key decision-makers within client organizations. • Exceed sales targets and contribute to the overall growth of the organization. • Maintain accurate records of sales activities and opportunities in CRM systems.

• Works closely within custom sourcing framework to develop a catalog of custom options. • Creates and follows the custom order process, including pre-sale and post-sale communication. • Works closely with our retail brand partners to determine off-catalog offerings. • Develop pricing models, minimum order requirements. • Acts as an escalation point between customers and factories regarding meeting ship dates, prices and requirements of projects. • Communicates with Field Sales and other customer facing teams on Beyond capabilities, hot products, procedures, quote status, etc. • Works on continuous improvement around problem orders – root cause analysis, etc. • Reports weekly and monthly on sales and productivity.

• Provide accurate, timely, and professional service on all customer interactions, maintaining high standards for accuracy and customer satisfaction. • Respond to inbound calls and emails from customers and internal partners using our support platforms. • Assist with order inquiries, product information, and issue resolution throughout the order process. • Collaborate with internal teams to ensure seamless communication and service. • Maintain up-to-date knowledge of PCNA products and services. • Resolve customer concerns professionally and in alignment with company policy. • Offer creative solutions tailored to the customer’s needs. • Document all customer interactions according to standard procedures. • Navigate internal systems to access order details, pricing, and logistics information. • Perform other related duties as assigned.

• Completes full-cycle processing of incoming standard lead time orders and changes, ensuring accurate entry of order data including product selection, pricing, inventory status, and shipping information. • Responds to customer inquiries related to orders, changes, or shipping status through phone, email, or internal systems. • Collaborates cross-functionally with other departments (e.g., Customer Success, Art, Sales, Production) to resolve order issues and support customer needs. • Maintains responsibility for orders from initiation through fulfillment, proactively resolving issues and tracking status. • Upholds service and quality standards by meeting established metrics related to order accuracy, responsiveness, and productivity. • Monitors and acts upon order exception or error reports to ensure production readiness. • Ensures all orders are cleared and released for production on time, especially for next-day and standard lead time schedules. • Provides customers with pricing support, item suggestions, and general order consultation when needed. • Handles freight quote requests and shipping inquiries. • Assists with escalated order issues, delivery follow-ups, or resolution of discrepancies pre-shipment. • Covers for fellow OPS teammates as needed to ensure uninterrupted workflow. • Performs other tasks as assigned by the Supervisor to support business needs.

Role Description The Merchandising Planner plays a critical role within the supply chain team at PCNA. This position is responsible for driving decisions and strategies that optimize sales, margins, inventory turnover, and GMROI goals. Working closely with Category Managers, this individual will develop, execute, and refine strategies aligned with company objectives to deliver best-in-class category and inventory performance. Key Responsibilities - Inventory & Category Management: - Manage designated product categories to achieve company goals for sales, profitability, and inventory turns while maximizing working capital. - Analyze category and item performance data to influence strategies that maximize category performance, address gaps, and support company objectives. - Know Open-To-Buy (OTB) inventory management and provide insights into category-level inventory flows. - Demand Forecasting and Planning: - Forecast, analyze, and manage product demand to optimize stock levels and meet customer demand. - Partner with cross-functional teams to align forecasts, understand promotional impacts, and adjust inventory strategies accordingly. - Use demand and supply planning tools to drive accurate forecasting, and work with internal teams and vendors to support forecasted demand. - Sales and Profitability Analysis: - Conduct in-depth analysis of sales, margin, and profitability to identify trends and optimize category performance. - Create ad-hoc analyses to react to business trends, support decision-making, and inform senior leadership on category and item-level performance. - Replenishment Strategies: - Collaborate with Category Managers to develop inventory replenishment and allocation strategies, ensuring balanced stock across channels. - Monitor product mix across price points, manage individual item performance, and ensure effective inventory turnover. - Cross-Functional Collaboration: - Actively participate in monthly performance meetings, providing data-backed insights and recommendations. - Coordinate with the imports, quality control, product compliance, and trade compliance teams to ensure a smooth product flow and regulatory adherence. - Vendor & Capacity Management: - Develop capacity forecasts and collaborate with vendors to ensure they can meet forecasted demand. - Address overstock, closeout items, and inventory flow challenges to achieve targeted inventory levels and turns. - Reporting and Analytics: - Create regular reports on inventory status, sales performance, and forecasting accuracy. - Communicate effectively across teams, promoting data sharing and transparency to support cohesive strategies. Qualifications - Bachelor’s Degree in Business Administration, Finance, Supply Chain/Logistics, or related field - 3+ years related work experience - APICS certification a plus - Background in demand forecasting/planning and inventory analysis Requirements - Strong critical thinking and analytical skills - Strong written and verbal communication skills - Strong business acumen - Team player with the ability to collaborate, influence, problem solve and drive performance through strong execution skills - Ability to prioritize multiple tasks with strong attention to detail in a fast-paced environment - Proficiency in Microsoft Office Suite with advanced level Excel Skills - Knowledge of automated demand and supply planning software Benefits - Full healthcare and benefits including medical, vision, dental, and short-term disability - Flexible scheduling - 401k Matching - Generous Paid Time Off and Holidays - PCNA Cares Share Fund – donating to teammates in times of need Company Description 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.

• Manage all service-related needs for assigned accounts, serving as the main point of contact for inquiries related to pre-sale, orders, and post-sale support. • Partner with internal teams to ensure smooth order flow and customer satisfaction. • Collaborate with FSMs and other sales partners to support account performance and territory growth goals. • Handle customer communication across various channels including phone, email, and chat. • Use Salesforce daily to log large quotes and orders, track activity, and support follow-up to drive closure. • Maintain accurate knowledge of international business needs, including Canadian-specific requirements. • Build professional relationships with key contacts at assigned accounts, including account executives and managers. • Participate in cross-functional planning efforts to align on customer goals and account strategies. • Conduct proactive outreach to increase customer engagement and identify new opportunities. • Partner internally and externally to resolve issues and maintain a high level of customer satisfaction. • Attend tradeshows and customer visits with FSMs as required.

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 - Comprehensive healthcare and benefits packages 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 primary goal of the Demand Generation Specialist is to drive growth with customers in the PCNA+ segment utilizing automated triggers from digital marketing and strategic outreach based on customer behavior. You will be responsible for direct customer outreach by responding quickly to Marketing Qualified Leads with offers or promotions to drive incremental revenue. Key Responsibilities - Leverage Marketing Qualified Leads to proactively reach out to customers to engage, inform, and assist in communicating the benefits of PCNA - Cultivate and build relationship with leads to capture and maintain their interest in doing business with PCNA - Educate customer on PCNA website and train on self-service tools including how to search for products, make a virtual, order samples, and utilize knowledge centers - Educate customer on “who is PCNA” including products, services, and how to place an order - Execute email outreach using campaign tools and make outbound calls to better understand lead profile, key opportunities, and priorities - Offer samples or other incentives to maintain engagement and interest with lead - Facilitate lead transition to customer service or inside sales rep with “order ready” customer - Document a summary of the opportunity in CRM for effective handoff Skills and Knowledge - Strong written communication skills and ability to craft customer facing emails - Strong verbal communication skills both over phone and videoconferencing - High energy and enthusiasm for helping customers - Customer focus and adaptability to different personality types - Ability to multi-task, set priorities and manage time effectively - Desire to learn new technology and modern sales tools - Proficient in Salesforce - Experience with Microsoft Outlook - Experience with PowerPoint and Excel preferred - Experience with Highspot sales enablement tool preferred Minimum Qualifications - Bachelor's degree preferred, high school diploma or equivalent required - 5 years’ experience in customer service, account management, business development, or related - Experience in the promotional products industry preferred Residency Requirements Must be located in one of the following states: Florida, Georgia, Illinois, Kentucky, Massachusetts, Michigan, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, or Texas. 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.

• Achieving results that are aligned with the larger picture of the organization and its strategic goals. • Initiative, coupled with a sense of competitive drive, and the ability to stay focused on results despite changing conditions. • Innovation and creativity in generating ideas for quick response. • Decision-making is focused on implementing practical, timely solutions. • Getting things done quickly and handling a variety of activities. • Building rapport and relationships with individuals and groups requires an outgoing, poised and persuasive communication style.

• Optimize tools and technologies within the MarTech stack, especially Salesforce Marketing Cloud, Service Cloud and Sales Cloud. • Build and deploy sophisticated, multi-step automated campaigns across email, SMS, and web channels using Journey Builder, Automation Studio, and custom scripting. • Create and maintain dynamic emails and personalized experiences using AMPscript, SSJS, and HTML/CSS. • Use SQL to manage queries, build audiences, segment customer data, and enable advanced targeting strategies within Marketing Cloud. • Partner with Brand Marketing, Digital Experience, and CRM teams to design and execute full-funnel customer journeys.