Customer Care Specialist

Pioneer Metal Finishing; South Bend (IN); On-site; USD 40,000 - 60,000; Full time

Job summary

Pioneer Metal Finishing is seeking a Customer Care Specialist responsible for managing day-to-day customer activities and maintaining strong relationships with clients. The ideal candidate will engage with internal teams to uphold company values, address customer needs, and exhibit industry-leading expertise. With a focus on operational excellence, the role supports mission-critical applications across various sectors.

Benefits

Medical, dental, and vision insurance

Company Funded Health Reimbursement or HSA up to $3,000

Annual Incentive Program

Tuition Reimbursement, Career Growth, and Advancement Opportunities

Paid holidays

Paid Time Off

Qualifications

• Two years' experience in sales, marketing, or relationship roles.
• Prefer four years in industrial pricing/estimating.

Responsibilities

• Maintain and grow a portfolio of end-user customers.
• Coordinate pickups/deliveries with Transportation.
• Represent Pioneer regarding pricing, billing, and follow-ups.

Skills

Customer Relationship Management

Sales

Communication

Education

Four-year degree in Accounting/Business

Tools

Salesforce.com

Job description

Company Overview

Pioneer Metal Finishing is the leading surface engineering company in North America. For 75 years, we’ve delivered consistent, quality metal finishing solutions for mission-critical applications. Our advanced surface modification technologies and scalable execution improve the performance of mission-critical products and enhance brand value for companies in the healthcare, automotive, and industrial markets. We encourage you to learn more about opportunities with Pioneer Metal Finishing and join our team today!

Overview

Job Summary

The Customer Care Specialist is responsible for the day-to-day customer activities, providing industry-leading expertise. They maintain and grow a portfolio of end-user customers, engage with internal teams to uphold Pioneer’s values, and address conflicts internally and externally.

Essential Job Duties/Responsibilities

1. Voice of the Customer

• Create visibility around concerns, challenge internal teams, and ensure customer needs are met.
• Maintain accurate customer data in our system.
• Expedite time-sensitive requests.
• Share volume expectations with production.
• Record all communications promptly.
• Share relevant information about delays, process changes, etc.
• Keep General Manager informed of significant issues.
• Represent Pioneer regarding pricing, billing, and follow-ups.

Provide Accurate Customer Information

• Quote all orders without confirmed quotes prior to parts arriving.
• Estimate load size and pricing based on fixtures, weight, amperage.
• Understand all processes and packaging types.
• Use a consultative approach to sell value-added products.

Create a Cohesive Customer Care Team

• Maintain organization to resolve issues quickly.
• Answer technical questions or collaborate with specialists.

Schedule Orders & Maintain Production Schedule

• Coordinate with tooling to meet scheduling needs.
• Communicate urgent orders and delays.
• Review job data and suggest re-quoting as needed.

Other Responsibilities

• Assist Accounts Receivable with invoice adjustments.
• Coordinate pickups/deliveries with Transportation.
• Communicate shipping requirements.
• Attend technical seminars and travel with Sales Engineers.
• Understand Pioneer’s services and competitive landscape.
• Read blueprints and seek continuous improvement.

Education/Qualifications

• Prefer a four-year degree in Accounting/Business or equivalent experience.
• Two years’ experience in sales, marketing, or relationship roles via web, email, or phone.
• Prefer four years in industrial pricing/estimating.
• Experience with CRM tools like Salesforce.com.

Benefits Summary

We offer the following benefits to Salaried Employees immediately upon hire:

• Medical, dental, and vision insurance (Eligibility begins on day one)
• Company Funded Health Reimbursement or HSA up to $3,000
• Annual Incentive Program
• Company-paid life and AD&D insurance
• Tuition Reimbursement, Career Growth, and Advancement Opportunities
• Flexible Spending Accounts
• Short & Long-Term Disability
• Additional benefits for employee purchase: life insurance, critical illness, voluntary accident, and AD&D
• LiveHealth Online, virtual doctor visits
• Employee Assistance Program
• Paid holidays
• Paid Time Off
• Next-Day Pay: Access your pay the next day!
• Recognition and Rewards programs
• Fun events and more!