Sr. Customer Care Specialist

Pioneer Metal Finishing Jobs•Union City, CA

8d•Onsite

About The Position

The Sr. Customer Care Specialist serves as a key point of contact for assigned customers, providing responsive, professional service and clear communication. The role builds strong customer relationships, coordinates with internal teams, and ensures customer needs are understood and addressed accurately and efficiently. As a senior member of the Customer Care team, this specialist demonstrates ownership, sound judgment, professionalism, and a solutions-focused approach. The position requires managing competing priorities, handling challenging situations, communicating with customers and internal stakeholders, and contributing to the team’s performance. The role operates in a fast-paced, production-driven environment where customer and operational priorities may change throughout the day. It requires onsite work and regular communication through phone, email, and other established channels.

Requirements

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

Nice To Haves

Experience working directly with customers in a professional business environment.

Responsibilities

Serve as a primary point of contact for assigned customers and provide responsive, professional, 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 accurate customer updates.
Take ownership of customer needs from the initial request through resolution, including appropriate follow-up and communication.
Proactively communicate changes, concerns, delays, or other information that may affect customers.
Research customer concerns, identify next steps, and involve internal resources when additional support is needed.
Maintain accurate customer information, documentation, notes, and required records in applicable systems.
Manage multiple customer needs and priorities while maintaining accuracy, responsiveness, and attention to detail.
Recognize situations requiring escalation and communicate concerns to appropriate internal stakeholders.
Build partnerships across operations and support functions to deliver a consistent customer experience.
Use professionalism and sound judgment when handling difficult or sensitive customer situations.
Identify recurring customer concerns, communication gaps, and process improvement opportunities.
Share knowledge and best practices with Customer Care colleagues and provide support when appropriate.
Represent Pioneer professionally and demonstrate behaviors aligned with the Pioneer Fundamentals.
Communicate regularly with customers and internal stakeholders, gather information, resolve concerns, and follow open issues through to resolution.
Maintain accurate documentation and customer information using established systems and processes.

Benefits

Next-Day Pay with access to daily pay the next day.
Quarterly incentive program based on hours worked and business results.
Paid company holidays.
Shift differentials for second and third shifts.
Employee Assistance Program.
Wellness Program.
On-the-job training and advancement opportunities.
Employee recognition and rewards program, including recognition events.
Medical, dental, and vision insurance for eligible full-time employees.
Paid time off; 80 hours earned in the first year for eligible full-time employees.
Access to Garner Incentive or a Health Savings Account up to $3,000 annually for eligible full-time employees.
401(k) plan with company match of up to 2% of bi-weekly contribution for eligible full-time employees.
Flexible Spending Accounts for eligible full-time employees.
Company-paid life and Accidental Death & Dismemberment insurance for eligible full-time employees.
Tuition reimbursement for eligible full-time employees.
Optional employee-purchase benefits: life insurance, critical illness, voluntary accident, and Accidental Death & Dismemberment coverage.
LiveHealth Online virtual doctor visits.