Sr. Customer Care Specialist, UNC

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.

The Sr. Customer Care Specialist is responsible for delivering consistent day-to-day customer care while providing account-level coordination for assigned customers. This role serves as a primary operational point of contact from order receipt through shipment, ensuring accurate execution, proactive communication, and timely issue resolution. In addition to core customer care responsibilities, the position supports account management, customer retention, new program implementation, and organic growth within existing customer relationships.

The position is intended for an experienced customer care professional who can independently lead complex customer matters, strengthen assigned customer relationships, and contribute to customer retention and account growth.

• Manage customer purchase orders from receipt through shipment, ensuring accuracy, completeness, timely entry, and required documentation.
• Validate pricing, part numbers, revisions, lead times, specifications, and special requirements before order release.
• Maintain orders, customer records, communications, and case activity in ERP systems with a high degree of accuracy and timeliness.
• Own order changes, expedites, delivery updates, and administrative follow-through, coordinating with internal teams to align commitments.
• Monitor order status, backlog, open cases, and past-due risk; take proactive action to prevent service failures and keep customers informed.
• Respond professionally to inquiries involving delivery timing, pricing discrepancies, quality concerns, documentation, billing, credits, and other service needs.
• Coordinate issue resolution across Operations, Scheduling, Quality, Engineering, Shipping and Receiving, Finance, Estimating, and other partners; maintain ownership through closure.
• Escalate significant risks and customer concerns with clear facts, business impact, recommended actions, and appropriate urgency.
• Serve as the relationship owner for assigned customers, building trust through responsiveness, consistency, and reliable follow-through.
• Develop a working understanding of assigned customers, programs, forecast signals, service expectations, and priorities.
• Prepare for and participate in customer reviews and internal account health discussions; communicate trends, risks, commitments, and recovery actions.
• Coordinate onboarding and implementation activities for new programs within existing customer relationships, including requirements, documentation, timing, and internal ownership.
• Identify opportunities for new parts, programs, services, or volume within existing accounts and engage the appropriate Sales resource.
• Partner with Sales on quotations, renewals, pricing discussions, and growth opportunities while operating within established authority and approval processes.
• Provide informal guidance, cross-training, and backup support to team members and model disciplined customer care practices.
• Identify recurring service, communication, and order-flow breakdowns and help implement sustainable process improvements.
• Perform other duties as assigned based on business needs.

• Work is performed primarily in an office setting within an active manufacturing facility.
• Regular onsite interaction with production, quality, shipping, and…