Customer Care Associate

At Pierce Manufacturing, we build trucks that protect people and communities around the world. Since 1913, we’ve evolved from building truck bodies on Model T Ford chassis in a converted church to creating highly customized pumpers, aerials, tankers, and rescue units that have no equal. Today, more than 30,000 Pierce apparatuses are on the road, making a difference every day.

About the role

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.

Responsibilities

• 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.

Requirements

• 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.

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 (standout qualification).
• Strong written and verbal communication.

Working Conditions

This office-based role is primarily performed in a professional environment with standard lighting, ventilation, and temperature control. 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

$42,100.00 - $64,500.00 per year. The above pay range reflects the minimum and maximum target pay for the position across all U.S. locations. 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.

Benefits

Beyond offering a competitive total rewards package, we prioritize a people-first culture and offer various opportunities to support team member growth and success.