Customer Service Specialist at Pioneer Athletics – Cleveland, Ohio

About Pioneer Athletics

Pioneer® Manufacturing Company, Inc. (dba Pioneer® Athletics) is the nation’s leading developer and manufacturer of athletic field marking paint and striping equipment.

Founded in 1905 and headquartered in Cleveland, Ohio, our expansive line of high-quality paints, antimicrobial coatings, striping machines, field stencils, and maintenance equipment is trusted by over 22,000 professional, collegiate, high school, and recreational organizations across North America, Europe, and Asia.

At Pioneer® Athletics, we recognize that our success is built by the dedicated men and women of our team. By investing in our employees through competitive wages, comprehensive benefits, and continuous training—all within a supportive work environment—we have sustained over 120 years of industry leadership.

Our team members are the vital force behind our business; we invite you to share in our success and become part of Team Pioneer!

To learn more about Pioneer®, our mission and products, please visit our website at pioneerathletics.com.

About the role

We are hiring a Customer Service Specialist to act as the primary point of contact for customer and prospect inquiries. This role involves answering questions, troubleshooting technical problems, and resolving complex issues related to our products and services. You will train and collaborate across all departments to offer end-to-end support (order to fulfillment). The majority of interactions are over the phone. We need a strong problem-solver who can make empowered decisions in a fast-paced environment.

What you'll do

· Consult with customers by taking inbound sales calls and using our online Live Chat platform.

· Answer diverse customer questions related to products, pricing, availability, order status, and credit terms.

· Solve problems actively, recommending solutions that benefit both the customer and the organization.

· Maintain accurate records of all customer interactions and transactions.

· Adhere to communication guidelines, company policies, and established procedures.

· Meet individual and team performance goals.

· Collaborate effectively with sales teams, internal experts, and other staff to build strong customer relationships.

· Develop in-depth technical knowledge of products to align solutions with customer needs.

· Generate new sales opportunities through outbound calling and cross-selling efforts.

· Process purchase orders accurately, including confirming details, pricing, and material allocations.

· Understand basic freight and logistics requirements.

· Manage accounts receivable tasks, such as resolving invoice discrepancies and collecting outstanding balances.

· Coordinate custom projects for customers (e.g., windscreens, stencils, wall padding).

· Familiarize yourself with the entire Sports Turf business operation.

Qualifications

· Education: High School diploma or equivalent required; post-secondary education preferred.

· Experience: Minimum of one year of customer service experience in a fast-paced environment; experience within a manufacturing setting is highly preferred.

· Technical Skills: Proficiency in MS Office Suite and the ability to quickly master CRM platforms and proprietary business software.

· Industry Knowledge: Logistics, RMAs, and freight claims is a significant plus.

· Communication: Exemplary verbal and written communication skills with a focus on active listening and empathy.

· Operational Excellence: Strong organizational and prioritization skills with a proven ability to manage high call volumes.

· Problem Solving: A proactive approach to troubleshooting and performing basic technical support for small machinery.

· Soft Skills: A positive, collaborative mindset with a commitment to maintaining professional relationships across all departments.

· Reliability: Consistent attendance and punctuality are essential for success in this role.

· Growth Mindset: A willingness to engage in continuous learning and professional development.

We offer competitive pay, a comprehensive health insurance package, Life Insurance, Short-Term Disability Insurance, Long-Term Disability Insurance, 401(k) Plan w/ Company Contributions and Earned Bonus.