Customer Care Specialist

Customer Care Specialist

The Customer Care Specialist is a site-based, execution-focused role responsible for the day-to-day management of customer orders, customer communications, and issue resolution. This position serves as the primary operational point of contact for customers once orders are placed, ensuring accurate order processing, proactive communication, and timely resolution of issues that impact customer satisfaction.

This role is best suited for a highly organized operator who thrives in a fast-paced manufacturing environment. Success requires discipline, attention to detail, comfort managing transactional volume, and the ability to coordinate across operations, scheduling, quality, shipping, and finance to keep orders moving and customers informed.

Key Responsibilities

Order Management & Execution

• Manage customer purchase orders from receipt through shipment, ensuring accuracy, completeness, and proper documentation.
• Validate order details including pricing, part numbers, revisions, lead times, and special requirements prior to release.
• Maintain orders in ERP with a high degree of accuracy and timeliness.
• Own order changes, expedites, and delivery updates, coordinating with internal teams to align commitments.
• Monitor order status and past-due risk, taking initiative-taking action to prevent service failures.

Customer Communication & Case Management

• Proactively communicate to customer inquiries related to order status, delivery timing, pricing discrepancies, quality issues, and billing questions.
• Document all customer communications, issues, and actions in ERP case management for visibility and traceability.
• Work with internal partners to manage open customer cases, including pricing discrepancies, NCR-related issues, and invoice or credit requests bringing them to resolution.
• Coordinate with Accounts Receivable and Finance to resolve invoice issues and pending credits in a timely manner.

Internal Coordination & Escalation

• Communicate forecast signals, volume expectations, and throughput needs as required to support execution.
• Track and escalate execution risks tied to first articles, quality issues, or capacity constraints that may impact customer satisfaction.
• Ensure all relevant stakeholders are informed of changes, delays, or customer-specific requirements.

Operational Health & Customer Care Cadence

• Monitor daily execution indicators that reflect customer experience and service health, including order flow, backlog status, open cases, and shipment performance.
• Prepare for and actively participate in weekly Customer Care cadence meetings with cross-site peers.
• Speak clearly to execution trends, risks, aging issues, and recovery actions for assigned customers.
• Demonstrate understanding of how operational constraints and administrative delays impact the customer experience, even when ownership resides outside the role.

Documentation, Accuracy & Continuous Improvement

• Ensure all required documentation (POs, prints, certifications, special instructions) is attached to each order.
• Review and interpret blueprints or part documentation to confirm processing specifications and quality requirements.
• Identify recurring issues or process breakdowns and escalate improvement opportunities to leadership.
• Contribute to a consistent, disciplined customer care approach across all Pioneer sites.

Required Experience & Qualifications

• High School Diploma Required
• Associate's degree in business, Supply Chain, or related field preferred; equivalent experience considered.
• 24 years of experience in customer service, order management, or administrative coordination within a manufacturing or industrial environment.
• Demonstrated experience working in ERP systems for order entry, tracking, and issue management.
• Strong organizational skills with the ability to manage multiple priorities and transactional volume.
• Excellent written and verbal communication skills with a professional demeanor.
• Willingness and ability to work onsite in a production setting
• Must be approachable and highly motivated with a very high aptitude for problem-solving and leading by example.

Benefits Summary

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

• Next-Day Pay: Don't wait for payday; access your daily pay the next day!
• Quarterly Incentive Program: Paid based on hours worked and business results
• Paid company holidays
• Shift Differentials for 2nd and 3rd shift
• Employee Assistance Program
• Wellness Program
• On-the-Job Training and Advancement Opportunities
• Employee Recognition and Rewards Program
• Fun Recognition Events and more!

Full-Time Employees (30 + hours per week) may participate in the following benefits:

• Medical, dental, and vision insurance (Eligibility begins on the 1st of the month, following your start date)
• Paid Time Off: 80 Hours earned in your first year
• Access to Garner Incentive or a Health Savings Account up to $3,000 annually
• 401(k) plan with a company match of up to 2% of bi-weekly contribution
• Flexible Spending Accounts
• Company-paid Life and Accidental Death & Dismemberment insurance
• Tuition reimbursement
• Additional benefits for employee purchase: life insurance, critical illness, voluntary accident, and accidental death & dismemberment
• LiveHealth Online, virtual doctor visits