Inside Account Manager - New Kensington, Pennsylvania, , United States

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 m ...

Job description

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, 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 Inside Account Manager is responsible for driving growth within an assigned territory of top-tier customer accounts by building strong relationships and delivering best-in-class service. Acting as the primary owner of the customer experience, this role manages all pre-sale, order, and post-sale support while collaborating closely with Inside Sales and Support teams to uncover opportunities, resolve issues, and ensure a smooth end-to-end customer journey.

Key Responsibilities

• Own the end-to-end customer experience for assigned top-tier accounts, delivering best-in-class service while upholding PCNA's Service Spirit and culture.
• Manage all aspects of an assigned territory, serving as the primary point of contact while partnering with Inside Sales to drive growth and achieve assigned revenue targets.
• Build and maintain strong relationships with customers and cross-functional internal teams to ensure seamless execution and customer satisfaction.
• Provide responsive, accurate, and professional customer support across all communication channels, including providing coverage for call center queues during peak periods to meet customer demand.
• Act as a subject-matter expert across PCNA product offerings, decoration options, and non-standard requests, supporting all product-related customer inquiries.
• Serve as an expert in PCNA's digital platforms and web-based tools, supporting customer training, adoption, and technical troubleshooting.
• Maintain expertise in domestic, Canadian, and international business offerings, including support for global sourcing and specialized customer programs.
• Manage the full order lifecycle by monitoring inventory, specifications, approvals, production, and fulfillment to ensure on-time and accurate delivery.
• Lead end-to-end problem resolution for blank, sample, and decorated orders, partnering with Retention and Production teams to drive timely resolution and customer satisfaction.
• Support customers with quotes, samples, freight estimates, virtuals, specifications, flyers, and special project requests including merchandising support.
• Manage Catalog Program business for assigned accounts, including setup, maintenance, updates, and year-end cleanup.
• Utilize Salesforce, Service Cloud, Five9, and related systems to document customer activity, manage quotes and orders, support sales follow-up, and ensure data accuracy.
• Meet or exceed defined performance KPIs related to customer engagement, responsiveness, productivity, and service quality, including interaction volume, availability, schedule adherence, and abandon rate.
• Perform all other duties as assigned.

Skills and Knowledge

• Strong written and verbal communication skills, with the ability to build and maintain effective relationships with customers and internal partners.
• Proficient in standard business applications, including Microsoft Outlook, Word, Excel, and PowerPoint, with the ability to quickly learn new systems and tools.
• Comfortable using video conferencing tools for customer and internal meetings, with on-camera participation as required.
• Ability to manage multiple priorities and projects simultaneously while meeting deadlines in a fast-paced environment.
• Demonstrates professionalism, flexibility, attention to detail, and sound judgment in all interactions and decisions.
• Salesforce experience preferred.

Minimum Qualifications

• High School Equivalent or GED
• Minimum of 3 years Sales or Service experience with assigned territory/accounts.
• Internal: Must have at least 6 months of experience as an Account Coverage Representative if you have no previous account management experience

Residency Requirements: 

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

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.