Customer Care Associate

Pierce Manufacturing; Appleton (WI); On-site; USD 42,000 - 65,000; Full time

Job summary

Pierce Manufacturing, an Oshkosh company, seeks a Customer Care Associate to support customer service operations with data entry, inquiries, and record-keeping in a fast-paced office environment.

You will interact with internal teams and customers, handle orders for parts, services, or warranty requests, and maintain accurate logs of communications while escalating complex cases as needed.

Qualifications

• High School Diploma or GED plus 1+ year of relevant experience.
• Experience handling customer inquiries and data entry.
• Strong written and verbal communication skills.
• Proficiency with basic business systems such as Outlook and Excel.

Responsibilities

• Deliver best-in-class service by providing accurate responses while remaining friendly and respectful.
• Process and monitor orders for parts, services, or warranty requests using internal tools.
• Perform data entry for orders, credit memos, invoices, and customer communications.
• Support internal teams in order tracking and documentation.
• Escalate unresolved or complex cases to Customer Care Specialists.
• Respond promptly to customer inquiries via phone, email, chats, and ticketing systems.

Skills

Customer service

Data entry

Communication

Multitasking

Organization

Education

High School Diploma or GED

Associate degree coursework in business or communications

Tools

Outlook

Excel

Call tracking tools

Job description

About Pierce, An Oshkosh Company

At Pierce Manufacturing, we build trucks that protect people and communities around the world. To our team, there is no room for anything less than providing the absolute best. Since 1913, building truck bodies on Model T Ford chassis in an old converted church has evolved to creating highly customized, carefully designed and engineering pumpers, aerials, tankers and rescue units that have no equal. Today, you\'ll find more than 30,000 Pierce apparatuses on the road that are making a difference in people\'s lives, every day. To us, every step in the process of building our trucks is personal. From innovation and expertise, to the customization and service. Our trucks are designed to perform under the toughest conditions.

The Customer Care Associate supports customer service operations by handling administrative tasks such as data entry, processing customer inquiries, and maintaining accurate records. This role requires strong organizational skills, attention to detail, and the ability to communicate effectively with internal teams and customers.

Your Impact

These duties are not meant to be all-inclusive, and other duties may be assigned:

• Deliver "best-in-class" service by providing accurate responses while maintaining a friendly and respectful demeanor.
• Demonstrate understanding, retention, and organization of information provided by the department.
• Process and monitor orders for parts, services, or warranty requests using internal tools.
• Perform data entry for orders, credit memos, invoices, and customer communications.
• Support internal teams (e.g., Parts, Tech Support, Purchasing) in order tracking and documentation.
• Resolve and defuse customer concerns effectively and courteously.
• Maintain accurate logs of calls and document common customer questions.
• Document scenarios, follow-ups, and resolutions as needed.
• Escalate unresolved or complex cases to Customer Care Specialists.
• Participate in training and development opportunities to grow product and system knowledge.
• Actively participate in team meetings and offer support for ongoing department initiatives.
• Respond promptly and professionally to customer inquiries via phone, email, chats, and ticketing systems.

Minimum Qualification

• High School Diploma or GED and one (1) or more years of relevant experience; or an equivalent combination of education and experience that demonstrates the ability to perform the essential functions of the role.

Standout Qualifications

• Proficiency with basic business systems (Outlook, Excel, call tracking tools)
• Ability to multitask in a fast-paced environment
• Associate degree or coursework in business or communications
• Strong written and verbal communication

WORKING CONDITIONS

The following represents general working conditions for this office-based role. Specific conditions may vary depending on business needs and individual circumstances.

• This role is primarily performed in a professional office environment with standard lighting, ventilation, and temperature-controlled settings.
• Duties are largely sedentary, requiring extended periods of sitting and using a computer and telephone.
• Visual acuity to operate a computer and read documents is required, along with auditory ability to participate in virtual and in-person meetings.
• Occasional movement within the office environment is necessary, including walking short distances, standing, or reaching for files.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.

Pay Range

$42,100.00 - $64,500.00

The above pay range reflects the minimum and maximum target pay for the position across all U.S. locations. Within this range, individual pay is determined by various factors, including the scope and responsibilities of the role, the candidate\'s experience, education and skills, as well as the equity of pay among team members in similar positions. Beyond offering a competitive total rewards package, we prioritize a people-first culture and offer various opportunities to support team member growth and success.

Oshkosh is committed to working with and offering reasonable accommodation to job applicants with disabilities. If you need assistance or an accommodation due to disability for any part of the employment process, please contact us at [e-mail].

Oshkosh Corporation is a merit-based Equal Opportunity Employer. Job opportunities are open for application to all qualified individuals and selection decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, or other protected characteristic. To the extent that information is provided or collected regarding categories as provided by law it will in no way affect the decision regarding an employment application.

Oshkosh Corporation will not discharge or in any manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with Oshkosh Corporation\'s legal duty to furnish information.

Certain positions with Oshkosh Corporation require access to controlled goods and technologies subject to the International Traffic in Arms Regulations or the Export Administration Regulations. Applicants for these positions may need to be "U.S. Persons," as defined in these regulations. Generally, a "U.S. Person" is a U.S. citizen, lawful permanent resident, or an individual who has been admitted as a refugee or granted asylum.