Customer Care Associate

Customer Care Associate

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:

• 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.