Customer Care Specialist
About the role
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! 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.
Responsibilities
- Create visibility around concerns and challenge the internal team to hold them accountable to ensure customers’ needs are met (Voice of the Customer).
- Maintain accurate data in the 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 divisions about production delays, process changes, customer information, etc.
- Keep the Customer Care Manager informed of any significant issues.
- Represent Pioneer when dealing with customer questions regarding pricing, billing, and any follow‑up by the customer.
- Provide accurate information to the customer in a responsive manner.
- Quote all orders from customers that do not have a confirmed quote prior to parts arriving at Pioneer.
- Estimate load size in relation to pricing within the limits of the fixture package, weight, and amperage.
- Understand all processes, load values, and various types of packaging.
- Have working knowledge of all types of racks and tooling.
- Quote and estimate price using customer‑supplied prints or the actual part.
- Demonstrate ability to successfully sell a value‑added portfolio of products employing a consultative, problem‑solving approach.
- Create a seamless and cohesive Customer Care Team.
- Maintain a high level of organization addressing and resolving all issues as quickly as possible and to allow others to find information as needed when a given Customer Care Specialist is unavailable.
- Answer technical questions for customers to ensure the appropriate finish is being quoted, or work with Production, Quality, or Sales Engineer when needed.
- Aid the Accounts Receivable department by generating invoice adjustments.
- Coordinate customer pickups and deliveries with Transportation as needed.
- Communicate with Shipping and Receiving 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 a Sales Engineer annually to meet customers, tour their facilities, and attain a better understanding of their business needs.
- Maintain a solid understanding of Pioneer’s services and competitive landscape.
- Have the ability to read and understand blueprints.
- Continually work to improve methods/processes of operations, systems, and general performance at Pioneer.
- Relay to appropriate staff and/or implement cost reduction plans.
Qualifications
- Prefer a 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.
Skills
- Strong communication skills (verbal and electronic).
- High level of attention to detail.
- Strong organizational skills and the ability to handle multiple tasks