Order Processing Assistant

Job Description

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

• Comprehensive healthcare and benefits packages! The health and wellness of our employees is important to us, which is why we offer benefit options including medical, vision, dental, disability, and more
• Flexible scheduling
• 401k matching
• Generous paid time off and paid 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 Order Processing Assistant provides administrative, customer service, order verification, and logistics support throughout the production and fulfillment process. This entry-level developmental role handles routine order status inquiries, shipping documentation, job jackets, production sample verification, repeat order files, and other activities that help ensure orders move accurately and efficiently through production. 

The position works closely with Order Processing Specialists, Sales, Art, Production, Quality, and Shipping. 

Key Responsibilities

Customer and Order Support

• Respond promptly and professionally to customer inquiries by phone or email, using Pace to review order information to providing accurate production updates.   
• Communicate with Order processors and relay relevant questions, discrepancies, and changes regarding their orders from the customer for follow-up or resolution, and escalate to Department Manager as necessary. 
• Support Order Processing Specialists in maintaining timely and accurate customer communication throughout production and fulfillment process. 

Order Verification and Documentation 

• Retrieve job jackets and samples from orders in the bindery nearing completion. 
• Review production samples against the purchase order, job jacket, and proofs to verify that the item, artwork, decoration method, color, quantity, and packaging are correct. 
• Escalate any discrepancies between sample and expected results to factory or the Order Processor as needed. 
• Sign off on the Order Verification Checklist if sample meets all specifications and assemble job jackets with the file, and put in assigned bins for each Order processor for next stage. 

Shipping and Logistics Support

• Review shipping instructions 24-48 hours prior to scheduled ship date, update shipping information in Pace when changes or corrections are required. 
• Create customized box labels for special shipping requests for events, requested information needs, instructions, and special delivery details. 
• Support FOB and LTL shipments by completing required forms and making labels. Contacting customers setting up their own LTL pick-up for the bills of lading. 
• Pull orders from Verification Station and take to Shipping bins.  Put each jacket in the corresponding bin by ship method: UPS/FDX/LTL/FOB. 
• Respond to customer inquiries for tracking and shipping updates. 
• Relay any discrepancies regarding shipping issues with the Shipping team, Order Processing Specialists, or Department Manager to resolve. 

Production Documentation and File Support

• Create accurate job jackets and box labels for new orders being processed. 
• Pull previous job files for repeat orders to retrieve artwork, templates, dies and samples needed to complete new order. 
• Take job jackets for new order to assigned artist for proofing or to production bins when no proofing is needed. 
• Follow and maintain established filing system for maintaining job information after an order has shipped. 
• Identify missing or conflicting information and escalate it after the order progresses. 
• Ensure completed order documentation is filed and routed according to established procedures. 

Cross-Functional Support

• Develop a basic understanding of JournalBooks products, production workflows, and standard lead times. 
• Work collaboratively with Order Processing, Art, Production, Quality, Shipping, Sales, and Customer Service. 
• Help ensure order, production, verification, and shipping information is communicated accurately between departments. 
• Support process improvements that reduce errors, rework, delays, and unnecessary manual activity. 
• Perform additional order-processing and administrative responsibilities as assigned. 

  Skills and Knowledge

• Customer service, logistics, administrative, or manufacturing experience preferred. 
• Strong attention to detail and commitment to accuracy. 
• Ability to compare multiple documents and identify inconsistencies. 
• Ability to organize and prioritize multiple tasks in a deadline driven environment. 
• Clear and professional written and verbal communication skills. 
• Strong follow through and willingness to take ownership of assigned responsibilities. 
• Ability to recognize when an issue should be escalated. 
• Comfortable learning ERP systems, shipping platforms, and production terminology. 
• Basic proficiency with Microsoft Outlook, Teams, Excel, and other standard business applications. 
• Ability to work effectively across multiple departments and adapt as priorities change. 
• Previous printing or promotional-products experience is helpful but not required. 
• Collaborative and team-oriented, with strong customer service focus. 

Minimum Qualifications

• High School Diploma or equivalent required. 
• 0-2 years of relevant experience in customer service, administrative support, order processing, shipping, quality verification, or a manufacturing environment preferred but not required. 
• Prior JournalBooks experience preferred but not required.  

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.