Senior Customer Care & Solutions Lead

Pioneer Metal Finishing; Union City (CA); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Next‑Day Pay

Quarterly Incentive Program

Paid company holidays

Shift Differentials for 2nd and 3rd

Employee Assistance Program

Wellness Program

On‑the‑Job Training

Employee Recognition and Rewards

LiveHealth Online

Job summary

Pioneer Metal Finishing, a leading North American surface engineering company, is seeking a Sr. Customer Care Specialist in Union City, CA.

You will be the primary contact for assigned customers, delivering responsive, professional service and clear updates while coordinating with internal teams. This senior role requires ownership, strong judgment, and the ability to manage multiple priorities with accuracy.

Qualifications

• Previous customer service, customer care, account support, or related experience required.
• Experience working directly with customers in a professional business environment preferred.
• Demonstrated ability to manage multiple customer needs and priorities simultaneously.
• Strong problem-solving, organizational, and follow-through skills.
• Excellent verbal and written communication skills.
• Ability to work onsite in a fast-paced, production-driven environment.

Responsibilities

• Serve as a primary point of contact for assigned customers, providing responsive, professional, and consistent service.
• Develop and maintain strong working relationships with customers and internal business partners.
• Respond to customer questions, requests, concerns, and service needs in a timely and professional manner.
• Coordinate with internal departments to gather information, resolve issues, and provide customers with accurate updates.
• Take ownership of customer needs from initial request through resolution, ensuring appropriate follow-up and communication.
• Proactively communicate changes, concerns, delays, or other information that may impact the customer.
• Research customer concerns, identify appropriate next steps, and involve the necessary internal resources when additional support is required.
• Maintain accurate customer information, documentation, notes, and required records within applicable systems.
• Manage multiple customer needs and priorities while maintaining accuracy, responsiveness, and attention to detail.
• Recognize situations requiring escalation and ensure concerns are communicated to the appropriate internal stakeholders.
• Build effective partnerships across operations and other support functions to help deliver a consistent customer experience.
• Demonstrate professionalism and sound judgment when navigating difficult or sensitive customer situations.
• Support continuous improvement by identifying recurring customer concerns, communication gaps, or process opportunities.
• Share knowledge and best practices with other members of the Customer Care team and provide support when appropriate.
• Represent Pioneer professionally in all customer and internal interactions and demonstrate behaviors aligned with the Pioneer Fundamentals.

Skills

Customer focus

Ownership

Communication

Internal collaboration

Problem-solving

Judgment

Urgency

Attention to detail

Adaptability

Organization

Professionalism

Relationship building

Continuous improvement

Team orientation

Senior-level maturity

Tools

Microsoft Office

Job description

Pioneer Metal Finishing, a leading North American surface engineering company, is seeking a Sr. Customer Care Specialist in Union City, CA.

You will be the primary contact for assigned customers, delivering responsive, professional service and clear updates while coordinating with internal teams. This senior role requires ownership, strong judgment, and the ability to manage multiple priorities with accuracy.