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!
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.
Essential Job Duties/Responsibilities
1. Act as the voice of the customer.
· Create visibility around customer concerns. Take initiative 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 pertinent information with all division about production delays, process changes, customer information, etc.
· Keeps General Manager informed of any significant issues.
· Represents Pioneer when dealing with customer questions regarding pricing, billing and any follow up by customer. Recommend and coordinate internal process improvement actions as necessary.
2. Provide accurate information to the customer in a responsive manner.
· Demonstrate ability to successfully sell a value-added portfolio of products employing a consultative, problem-solving approach.
· Answer technical questions about plating and coating.
· Address quality issues as they arise.
· Educate and provide the Customer with the option of Pioneer's e-commerce and web-based information solutions.

3. 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 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 Product Manager / Market Director when needed.
· Cross-train with each other to learn the idiosyncrasies of every territory.

4. 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.
· Maintains a solid understanding of Pioneer's services and competitive landscape.

· Has the ability to read and understand blueprints.