Customer Care Specialist

Company Overview

Pioneer Metal Finishing is the leading surface engineering company in North America. For over 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, aerospace, automotive, and industrial markets. We encourage you to learn more about opportunities with Pioneer Metal Finishing and join our team today!

Overview

The Customer Care Specialist is responsible for the day-to-day Customer activities, ultimately providing a level of expertise that is unsurpassed in the industry. It is through our Customer Care Team that the satisfaction of long-term business relationships are measured and maintained.

Customer Care Specialist performs quoting and pricing of all products within the limits of Production. Responsible for maintaining and growing a portfolio of end-user customers. Engages the internal team to make decisions in an efficient manner to ensure that Pioneer's Values, Fundamentals and the Customer Care Vision are promoted and upheld. Customer Care Specialist addresses and mitigates controversy and conflict, both internal and external.


Essential Job Duties/Responsibilities

Voice of the Customer

• Create visibility around concerns and challenge the internal team and hold them accountable to ensure the Customers' needs are met.
• Maintain accurate data in our system about the Customer's parts.
• Expedite time-sensitive Customer requests through the system.
• Share volume expectations and throughput requirements with production.
• Record all communications with the customer in a timely manner.
• Share all pertinent information with all divisions about production delays, process changes, customer information, etc.
• Keeps Customer Care Manager informed of any significant issues.
• Represents Pioneer when dealing with customer questions regarding pricing, billing and any follow up by customer.

Provide accurate information to the Customer in a responsive manner.

• Quotes all orders from customers that do not have a confirmed quote prior to parts arriving at Pioneer. Responsible for estimating the load size in relation to pricing within the limits of the fixture package, weight and amperage. Understands all processes, load values and various types of packaging. Working knowledge of all types of racks and tooling.
• Quotes and estimates price using customer supplied prints or the actual part.
• Demonstrated ability to successfully sell a value-added portfolio of products employing a consultative, problem-solving approach

Create a seamless and cohesive Customer Care Team.

• Maintains a high level of organization addressing and resolving all issues as quickly as possible and to allow others to find information as needed, in the event that a given Customer Care Specialist is unavailable at that time.
• Answers technical questions for customers to ensure the appropriate finish is being quoted, or works with Production, Quality or Sales Engineer when needed.

Other

• Aid Accounts Receivable department by generating invoice adjustments.
• Coordinates Customer pickups and deliveries with Transportation as needed.
• Communicate with Shipping and Receiving department any unique shipping requirements or changes voiced by the Customer.
• Attend technical seminars as required to learn technical characteristics of Pioneer's processes - contact R&D or QA as needed for unusual requests or questions.
• Travel with Sales Engineer annually to meet Customers, tour their facilities, and attain a better understanding of their business needs.
• Maintains a solid understanding of Pioneer's services and competitive landscape.
• Has the ability to read and understand blueprints.
• Works continually to improve methods/processes of operations, systems and general performance at Pioneer. Relays to appropriate staff and/or implements cost reduction plans.

Education/Qualifications

• Prefer four year degree with emphasis in Accounting/Business areas, or equivalent experience
• Two years' experience in a sales, marketing, business development or relationship building role via web, email or telephone.
• Prefer four years of experience in industrial pricing/estimating.
• Experience using a Customer Relationship Management tool, such as SalesForce.com

Personal Attributes

• Strong communication skills (verbal and electronic).
• High level of attention to detail.
• Strong organizational skills and the ability to handle multiple tasks simultaneously.
• Economic thinking
• Courageous and decisive
• The ability to work independently and as part of a team with a high degree of enthusiasm, professionalism, and motivation.
• High sense of urgency and initiative.

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
• 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