Customer Care Associate

About the Company

At Pierce Manufacturing, we build trucks that protect people and communities around the world. Since 1913, we have evolved from building truck bodies on Model T Ford chassis to creating highly customized pumpers, aerials, tankers, and rescue units. Today, we have more than 30,000 Pierce apparatuses on the road making a difference every day.

The Customer Care Associate supports customer service operations by handling administrative tasks such as data entry, processing customer inquiries, and maintaining accurate records. The role requires strong organizational skills, attention to detail, and effective communication with internal teams and customers.

• Deliver best-in-class service by providing accurate responses while maintaining a friendly and respectful demeanor.
• Demonstrate understanding, retention, and organization of information provided by the department.
• Process and monitor orders for parts, services, or warranty requests using internal tools.
• Perform data entry for orders, credit memos, invoices, and customer communications.
• Support internal teams (e.g., Parts, Tech Support, Purchasing) in order tracking and documentation.
• Resolve and defuse customer concerns effectively and courteously.
• Maintain accurate logs of calls and document common customer questions.
• Document scenarios, follow-ups, and resolutions as needed.
• Escalate unresolved or complex cases to Customer Care Specialists.
• Participate in training and development opportunities to grow product and system knowledge.
• Actively participate in team meetings and offer support for ongoing department initiatives.
• Respond promptly and professionally to customer inquiries via phone, email, chats, and ticketing systems.

• High School Diploma or GED and one (1) or more years of relevant experience; or an equivalent combination of education and experience that demonstrates the ability to perform the essential functions of the role.

• Proficiency with basic business systems (Outlook, Excel, call tracking tools).
• Ability to multitask in a fast-paced environment.
• Associate degree or coursework in business or communications.
• Strong written and verbal communication.

The role is primarily performed in a professional office environment with standard lighting, ventilation, and temperature-controlled settings. Duties are largely sedentary, requiring extended periods of sitting and using a computer and telephone. Visual acuity to operate a computer and read documents is required, along with auditory ability to participate in virtual and in-person meetings. Occasional movement within the office environment is necessary.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.

Pay Range: $42,100.00 - $64,500.00. Pay within this range is determined by factors such as scope of responsibilities, experience, education, and skills.

Oshkosh Corporation is a merit-based Equal Opportunity Employer. Job opportunities are open for all qualified individuals and selection decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, or other protected characteristic. To the extent that information is provided or collected regarding categories as provided by law it will in no way affect the decision regarding an employment application.

Oshkosh Corporation will not discharge or in any manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant, unless the disclosure is in response to a formal complaint or charge, in furtherance of an investigation, proceeding, hearing, or action, or consistent with Oshkosh Corporation's legal duty to furnish information.