Customer Care Specialist - Salt Lake City Division

Pioneer Metal Finishing is the leading surface engineering company in North America. For 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, automotive and industrial markets. We encourage you to learn more about opportunities with Pioneer Metal Finishing and join our team today!

Job Summary
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 Relations Department that the satisfaction of long-term business relationships are gauged and maintained.

Customer Service Representative engages the internal team to make decisions in an efficient manner to ensure that Pioneer’s cultural values and the Customer Relations Vision are promoted and upheld. Customer Service Specialist manages controversy and conflict, both internal and external. Conflict is an inherent part of our business. It is through resolution of conflicts that success can be achieved.

Essential Job Duties/Responsibilities

• Be the voice of the Customer.
• Create visibility around concerns and challenge the internal team and hold them accountable to ensure the Customers’ needs are met.
• Recommend and coordinate internal process improvement actions as necessary.
• Maintain accurate data in our 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.
• Communicates to Marketing, the Customers’ interests in any additional processes.
• Share all pertinent information with all divisions about production delays, process changes, customer information, etc.
• Keeps Customer Relations Manager informed of any significant issues.
• Provide accurate information to the Customer in a responsive manner.
• Answer technical questions about plating and coating.
• Address quality issues as they arise.
• Educate and provide the Customer with the option of Pioneer’s e-commerce and web-based information solutions.
• Create a seamless and cohesive Customer Relations Team.
• Provide back up when other Customer Representatives are not available.
• Cross-train with each other to learn the idiosyncrasies of every territory.
• Maintain a high level of organization to ensure all issues are addressed and resolved as quickly as possible and to allow others to find information as needed, in the event that a given representative is unavailable at that time.

Additional Responsibilities

• Aid Accounts Receivable department by generating invoice adjustments.
• Coordinates Customer pickups and deliveries with Transportation as needed.
• Communicate with Shipping and Receiving department any unique shipping requirements or changes voiced by the Customer.
• Work fluently with Pioneer’s current software package, yet remain flexible with computer skills.
• 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.
• Performs other miscellaneous job duties and related functions as needed.
• Travel with Sales Engineer annually to meet Customers, tour their facilities, and attain a better understanding of their business needs.
• Maintains a solid understanding of Pioneer’s services and competitive landscape.
• Education/Qualifications*
• Two years experience in a field with direct customer contact.
• Two or four year degree with an emphasis in Business.
• Strong communication skills (verbal and electronic).
• High level of attention to detail.
• Strong organizational skills and the ability to handle multiple tasks simultaneously.
• Ability to make objective decisions.
• The ability to work independently and as part of a team with a high degree of enthusiasm, professionalism, and motivation.
• Outgoing and persuasive.
• High sense of urgency and initiative.

Location: 1225 Legacy View Street, Salt Lake City, UT 84104

Job Type: Full-time