Customer Care Specialist (MISUMI)

About the role

<div class="content-intro"><p><strong>About MISUMI Americas</strong></p> <p>MISUMI Americas, a division of MISUMI Group, is a leading provider of standard, configurable, and custom manufacturing solutions. By integrating a vast catalog of components with a world-class digital manufacturing platform, MISUMI Americas empowers engineers and procurement teams to accelerate innovation across the entire product lifecycle. With operations in the San Francisco Bay Area and Chicago, the company serves as a vital partner for the most innovative companies in the Americas.</p></div><p><span style="font-family: verdana, geneva, sans-serif;"><strong>Customer Care Specialist – MiSUMi</strong></span></p> <p><span style="font-family: verdana, geneva, sans-serif;"><strong>Work Hours: 9:30 PM – 5:30 AM IST, Monday through Friday (aligned with US Pacific business hours)</strong></span></p> <p>&nbsp;</p> <p><span style="font-family: verdana, geneva, sans-serif;"><strong>MISUMI exists to empower engineers and innovators to build the future.</strong></span></p> <p><span style="font-family: verdana, geneva, sans-serif;">MISUMI (the parent company of Fictiv) is a global leader in configurable mechanical components and manufacturing solutions. Through advanced technology, operational excellence, and a relentless focus on customer satisfaction, MISUMI supports customers from prototype through production with speed, precision, and reliability.</span></p> <p><span style="font-family: verdana, geneva, sans-serif;">With a global footprint and deep manufacturing expertise, we are committed to delivering fast, accurate, and seamless service that enables our customers to move at the speed of innovation.</span></p> <p><span style="font-family: verdana, geneva, sans-serif;"><strong>Job Description</strong></span></p> <p><span style="font-family: verdana, geneva, sans-serif;">Are you passionate about delivering exceptional customer experiences in a fast-paced, high-performance environment? Do you thrive on accuracy, responsiveness, and solving problems in real time?</span></p> <p><span style="font-family: verdana, geneva, sans-serif;">As a <strong>Customer Care Specialist</strong>, you will play a critical role in ensuring fast and accurate order processing while delivering proactive, professional communication to our US-based customers. You will act as a trusted customer advocate — managing quotations, sales orders, and issue resolution — ensuring every interaction reflects MISUMI’s commitment to service excellence.</span></p> <p><span style="font-family: verdana, geneva, sans-serif;">This is a highly operational, detail-driven role where responsiveness, ownership, and customer obsession are key. Your success will directly impact customer satisfaction as measured through our Voice of Customer program.</span></p> <p><span style="font-family: verdana, geneva, sans-serif;"><strong>What You Will Be Doing</strong></span></p> <p><span style="font-family: verdana, geneva, sans-serif;"><strong>Customer Advocacy</strong></span></p> <p><span style="font-family: verdana, geneva, sans-serif;">Serve as the primary point of contact for customers across quotations, sales orders, and post-order inquiries. Build strong, professional relationships while ensuring a seamless and positive experience.</span></p> <p><span style="font-family: verdana, geneva, sans-serif;"><strong>Order &amp; Quote Management</strong></span></p> <p><span style="font-family: verdana, geneva, sans-serif;">Prepare and process quotations and sales orders with speed and accuracy. Follow up on pricing, availability, and ship date confirmations while meeting MISUMI’s 30-minute turnaround expectations.</span></p> <p><span style="font-family: verdana, geneva, sans-serif;"><strong>Case Management</strong></span></p> <p><span style="font-family: verdana, geneva, sans-serif;">Manage customer inquiries through phone, email, chat, and our case management system. Prioritize effectively to ensure all tasks are completed within service expectations.</span></p> <p><span style="font-family: verdana, geneva, sans-serif;"><strong>Issue Resolution</strong></span></p> <p><span style="font-family: verdana, geneva, sans-serif;">Own customer quality issues, order investigations, RMA/credit requests, and documentation requests. Collaborate cross-functionally to determine resolutions and ensure thorough follow-up.</span></p> <p><span style="font-family: verdana, geneva, sans-serif;"><strong>Communication &amp; Coordination</strong></span></p> <p><span style="font-family: verdana, geneva, sans-serif;">Partner with internal teams to ensure policies, terms and conditions, and promotions are applied correctly. Clearly communicate updates and expectations to customers to prevent delays or confusion.</span></p> <p><span style="font-family: verdana, geneva, sans-serif;"><strong>Operational Excellence</strong></span></p> <p><span style="font-family: verdana, geneva, sans-serif;">Continuously deepen knowledge of products, ERP systems, business processes, and customer preferences. Contribute to improving first-call resolution and team KPIs.</span></p> <p><span style="font-family: verdana, geneva, sans-serif;"><strong>Continuous Improvement</strong></span></p> <p><span style="font-family: verdana, geneva, sans-serif;">Evaluate current processes, identify improvement opportunities, and participate in or lead initiatives that enhance efficiency and customer satisfaction.</span></p> <p><span style="font-family: verdana, geneva, sans-serif;"><strong>Desired Traits</strong></span></p> <ul> <li style="font-family: verdana, geneva, sans-serif;"><span style="font-family: verdana, geneva, sans-serif;">Bachelor’s degree OR minimum 6 years of customer service experience OR equivalent work experience.</span></li> <li style="font-family: verdana, geneva, sans-serif;"><span style="font-family: verdana, geneva, sans-serif;">Proven experience in a fast-paced, operations-driven customer service environment.</span></li> <li style="font-family: verdana, geneva, sans-serif;"><span style="font-family: verdana, geneva, sans-serif;">Exceptional written and verbal communication skills; must be fluent in English.</span></li> <li style="font-family: verdana, geneva, sans-serif;"><span style="font-family: verdana, geneva, sans-serif;">Strong listening, troubleshooting, negotiation, and conflict resolution abilities.</span></li> <li style="font-family: verdana, geneva, sans-serif;"><span style="font-family: verdana, geneva, sans-serif;">Detail-oriented with excellent time management and prioritization skills.</span></li> <li style="font-family: verdana, geneva, sans-serif;"><span style="font-family: verdana, geneva, sans-serif;">Ability to perform under tight deadlines while maintaining accuracy and professionalism.</span></li> <li style="font-family: verdana, geneva, sans-serif;"><span style="font-family: verdana, geneva, sans-serif;">Strong analytical mindset with the ability to identify trends and propose process improvements.</span></li> <li style="font-family: verdana, geneva, sans-serif;"><span style="font-family: verdana, geneva, sans-serif;">Proficiency in Microsoft Office applications (Outlook, Word, Excel).</span></li> <li style="font-family: verdana, geneva, sans-serif;"><span style="font-family: verdana, geneva, sans-serif;">Experience supporting US-based customers and/or working aligned to US business hours preferred.</span></li> <li style="font-family: verdana, geneva, sans-serif;"><span style="font-family: verdana, geneva, sans-serif;">Self-starter mentality with a strong sense of accountability — you take ownership and follow through.</span></li> </ul> <p><span style="font-family: verdana, geneva, sans-serif;"><strong>Physical Requirements</strong></span></p> <p><span style="font-family: verdana, geneva, sans-serif;">This role requires extended periods of sitting and computer work.</span></p> <p><span style="font-family: verdana, geneva, sans-serif;">If you are energized by precision, customer advocacy, and working in a high-expectation global environment, we look forward to connecting with you.</span></p><div class="content-conclusion"><p>We’re actively seeking teammates who:</p> <ul> <li>Bring diverse perspectives and experience to our culture and company.&nbsp;</li> <li>Excel at being part of a strong, empathetic team.</li> <li>Thrive in an environment emphasizing respect, honesty, collaboration, and growth.</li> <li>Have an ‘always learning’ mindset that celebrates learning, not just wins.&nbsp;</li> <li>Help us continue to build a world-class organization that values the contributions of all of our teammates</li> </ul> <p>We encourage applications from members of underrepresented groups, including but not limited to women, members of the LGBTQ community, people of color, people with disabilities, and veterans.</p></div>