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 Salaried Employees immediately upon hire: Medical, dental, and vision insurance (Eligibility begins on day one) Company Funded Health Reimbursement or Health Savings Account up to $3,000 401(k) plan with a company match up to 4% of bi-weekly contribution Annual Incentive Program based on business results Company-paid life and accidental death & dismemberment insurance Tuition Reimbursement, Career Growth, and Advancement Opportunities Flexible Spending Accounts Short & Long-Term Disability Additional benefits for employee purchase: life insurance, critical illness, voluntary accident, and accidental death & dismemberment LiveHealth Online, virtual doctor visits Employee Assistance Program Paid company holidays Competitive Paid Time Off program Next-Day Pay: Don't wait for payday; access your daily pay the next day! Employee Recognition and Rewards program Fun Recognition Events and more!

Created: 2026-03-04