Sr. Customer Care Specialist

Company Overview

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!

Overview

The Sr. Customer Care Specialist serves as a key point of contact for customers while providing a high level of service, communication, problem-solving, and follow-through. This role is responsible for building strong customer relationships, coordinating with internal teams, and helping ensure customer needs are understood and addressed accurately and efficiently.

 

As a senior member of the Customer Care team, this individual is expected to demonstrate strong ownership, sound judgment, professionalism, and a solutions-focused approach. Success in this role requires someone who can effectively manage competing priorities, navigate challenging situations, communicate clearly with customers and internal stakeholders, and contribute positively to the overall performance of the team.

The Sr. Customer Care Specialist Will Be Responsible for the Following:

• Serve as a primary point of contact for assigned customers, providing responsive, professional, and consistent service.
• Develop and maintain strong working relationships with customers and internal business partners.
• Respond to customer questions, requests, concerns, and service needs in a timely and professional manner.
• Coordinate with internal departments to gather information, resolve issues, and provide customers with accurate updates.
• Take ownership of customer needs from initial request through resolution, ensuring appropriate follow-up and communication.
• Proactively communicate changes, concerns, delays, or other information that may impact the customer.
• Research customer concerns, identify appropriate next steps, and involve the necessary internal resources when additional support is required.
• Maintain accurate customer information, documentation, notes, and required records within applicable systems.
• Manage multiple customer needs and priorities while maintaining accuracy, responsiveness, and attention to detail.
• Recognize situations requiring escalation and ensure concerns are communicated to the appropriate internal stakeholders.
• Build effective partnerships across operations and other support functions to help deliver a consistent customer experience.
• Demonstrate professionalism and sound judgment when navigating difficult or sensitive customer situations.
• Support continuous improvement by identifying recurring customer concerns, communication gaps, or process opportunities.
• Share knowledge and best practices with other members of the Customer Care team and provide support when appropriate.
• Represent Pioneer professionally in all customer and internal interactions and demonstrate behaviors aligned with the Pioneer Fundamentals.

What to Expect in This Role

The Sr. Customer Care Specialist operates in a fast-paced environment where customer needs and business priorities may change throughout the day. The role requires frequent communication and coordination with both customers and internal teams, making organization, adaptability, and follow-through critical.

You can expect to:

• Manage multiple customer requests, priorities, and follow-up items simultaneously.
• Communicate regularly with customers through phone, email, and other established communication channels.
• Work closely with internal stakeholders to obtain information, resolve concerns, and meet customer needs.
• Navigate situations where the customer’s request may require additional research or coordination before an answer can be provided.
• Balance responsiveness with accuracy, ensuring customers receive timely information without sacrificing quality.
• Take ownership of open issues and follow them through resolution rather than simply passing them to another department.
• Work in an environment where priorities can shift quickly based on customer and operational needs.
• Handle challenging conversations professionally while maintaining productive customer relationships.
• Use established systems and processes to maintain accurate documentation and customer information.
• Serve as an experienced resource within the Customer Care team and contribute to a collaborative, solutions-focused environment.

What We Are Looking For

We are looking for someone who genuinely values the customer relationship while understanding that excellent customer service also depends on strong internal collaboration. The successful Sr. Customer Care Specialist will be approachable and service-oriented while also demonstrating the confidence, accountability, organization, and judgment expected of a senior-level team member.

Successful candidates will demonstrate:

• Customer focus: Seeks to understand the customer’s needs and provides responsive, accurate, and professional support.
• Ownership and accountability: Takes responsibility for customer requests and follows through on commitments until an appropriate resolution is reached.
• Strong communication: Communicates clearly, professionally, and appropriately with customers, coworkers, and leaders, including when delivering difficult information.
• Internal collaboration: Builds productive relationships across departments and recognizes that a strong customer experience requires effective teamwork behind the scenes.
• Problem-solving: Looks beyond the immediate question to understand the underlying issue, gathers the necessary information, and works toward practical solutions.
• Sound judgment: Recognizes what can be resolved independently, when additional resources are needed, and when an issue should be escalated.
• Sense of urgency: Understands when an issue needs immediate attention and moves work forward without sacrificing accuracy or professionalism.
• Attention to detail: Maintains accurate information and documentation and recognizes how small errors can affect customers and internal operations.
• Adaptability: Remains effective when priorities, customer needs, schedules, or business conditions change.
• Organization and prioritization: Effectively balances multiple customers, deadlines, requests, and follow-up activities.
• Professionalism: Maintains a consistent and respectful approach, including during challenging customer or internal conversations.
• Relationship building: Establishes trust and credibility through reliability, responsiveness, and consistent communication.
• Continuous improvement mindset: Identifies recurring issues and looks for opportunities to improve communication, processes, and the customer experience.
• Team orientation: Shares information, supports coworkers, and contributes to the effectiveness of the broader Customer Care team.
• Senior-level maturity: Demonstrates confidence and independence while knowing when to seek input or involve others.

Experience and Education

• Previous customer service, customer care, account support, or related experience required.
• Experience working directly with customers in a professional business environment preferred.
• Demonstrated ability to manage multiple customer needs and priorities simultaneously.
• Strong problem-solving, organizational, and follow-through skills.
• Excellent verbal and written communication skills.
• Demonstrated ability to build collaborative relationships with customers and internal stakeholders.
• Strong attention to detail and commitment to accuracy.
• Ability to work effectively both independently and as part of a team.
• Comfortable working in a fast-paced environment with changing priorities.
• Proficiency with Microsoft Office applications and the ability to learn and effectively use applicable business systems.
• Ability and willingness to work onsite in a fast-paced, production-driven environment.

Benefits Summary

We offer the following benefits to All Employees immediately upon hire:

• Next-Day Pay: Don’t wait for payday; access your daily pay the next day!
• Quarterly Incentive Program: Paid based on hours worked and business results
• Paid company holidays
• Shift Differentials for 2nd and 3rd shift
• Employee Assistance Program
• Wellness Program
• On-the-Job Training and Advancement Opportunities
• Employee Recognition and Rewards Program
• Fun Recognition Events and more!

Full-Time Employees (30 + hours per week) may participate in the following benefits:

• Medical, dental, and vision insurance (Eligibility begins on the 1stof the month, following your start date)
• Paid Time Off: 80 Hours earned in your first year
• Access to Garner Incentive or a Health Savings Account up to $3,000 annually
• 401(k) plan with a company match of up to 2% of bi-weekly contribution
• Flexible Spending Accounts
• Company-paid Life and Accidental Death & Dismemberment insurance
• Tuition reimbursement
• Additional benefits for employee purchase: life insurance, critical illness, voluntary accident, and accidental death & dismemberment
• LiveHealth Online, virtual doctor visits