Customer Care Specialist - Portland Division

Key Responsibilities

• 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.
• 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.
• Clock in and out for the next-day pay program.
• Coordinate with Accounts Receivable and Finance to resolve invoice issues and pending credits in a timely manner.

Customer Communication & Case Management

• 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.

Internal Coordination & Escalation

• 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

• Associate’s degree in business, Supply Chain, or related field preferred; equivalent experience considered.
• 4 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

• Next-Day Pay
• Quarterly Incentive Program
• Paid Time Off
• Medical, dental, and vision insurance
• 401(k) plan with a company match of up to 2% of bi-weekly contribution
• Tuition reimbursement
• Additional benefits for employee purchase life insurance, critical illness, voluntary accident, and accidental death & dismemberment
• LivHealth Online, virtual doctor visits