Fictiv
About MISUMI Americas 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. Customer Care Specialist – MiSUMi Work Hours: 9:30 PM – 5:30 AM IST, Monday through Friday (aligned with US Pacific business hours) MISUMI exists to empower engineers and innovators to build the future. 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. 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. Job Description 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? As a Customer Care Specialist , 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. 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. What You Will Be Doing Customer Advocacy 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. Order & Quote Management 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. Case Management Manage customer inquiries through phone, email, chat, and our case management system. Prioritize effectively to ensure all tasks are completed within service expectations. Issue Resolution Own customer quality issues, order investigations, RMA/credit requests, and documentation requests. Collaborate cross-functionally to determine resolutions and ensure thorough follow-up. Communication & Coordination 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. Operational Excellence Continuously deepen knowledge of products, ERP systems, business processes, and customer preferences. Contribute to improving first-call resolution and team KPIs. Continuous Improvement Evaluate current processes, identify improvement opportunities, and participate in or lead initiatives that enhance efficiency and customer satisfaction. Desired Traits Bachelor’s degree OR minimum 6 years of customer service experience OR equivalent work experience. Proven experience in a fast-paced, operations-driven customer service environment. Exceptional written and verbal communication skills; must be fluent in English. Strong listening, troubleshooting, negotiation, and conflict resolution abilities. Detail-oriented with excellent time management and prioritization skills. Ability to perform under tight deadlines while maintaining accuracy and professionalism. Strong analytical mindset with the ability to identify trends and propose process improvements. Proficiency in Microsoft Office applications (Outlook, Word, Excel). Experience supporting US-based customers and/or working aligned to US business hours preferred. Self-starter mentality with a strong sense of accountability — you take ownership and follow through. Physical Requirements This role requires extended periods of sitting and computer work. If you are energized by precision, customer advocacy, and working in a high-expectation global environment, we look forward to connecting with you. We’re actively seeking teammates who: Bring diverse perspectives and experience to our culture and company. Excel at being part of a strong, empathetic team. Thrive in an environment emphasizing respect, honesty, collaboration, and growth. Have an ‘always learning’ mindset that celebrates learning, not just wins. Help us continue to build a world-class organization that values the contributions of all of our teammates 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.