Apply on Employer Site

PCNA · 1 month ago

Customer Service Operations Specialist - Remote

United States

Full-time

Remote

Senior Level

5+ years exp

Polyconcept North America (PCNA) is the industry’s biggest and most diverse offering of promotional products and decoration services. The Customer Service Operations Specialist is responsible for improving frontline readiness and optimizing processes to enable the Customer Success teams to deliver exceptional customer experiences.

Consumer Goods

Responsibilities

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

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

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

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

Qualification

CoachingProcess ImprovementCross-Functional CollaborationAgileInstructional DesignCustomer Success ToolsAnalytical SkillsLMS PlatformsCommunication SkillsFacilitation SkillsPresentation Skills

Required

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

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

Benefits

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

Company

PCNA

PCNA is the largest distributor of customized and personalized hardgoods and apparel, operating on five continents and selling in more than 100 countries.

Founded in 2005

New Kensington, PA, US

1001-5000 employees