Impact in this Role 

At MISUMI (the parent company of Fictiv), the Customer Care Specialist's mission is to deliver fast and accurate processing of customers’ orders with timely communication of updates on order status, ensuring the highest level of Customer Satisfaction measured through our Voice of Customer program. As part of the Customer Program Management team, you will provide professional and quality service to internal/external customers related to quotations, sales orders, and resolving customer product or service issues. You will have responsibility for establishing and maintaining profitable relationships with customers to achieve high levels of satisfaction, acting as an advocate and main contact for internal and external customers across all CS groups. You will also serve as a key educator for the team and customers through support and training efforts, as well as identifying and proposing process improvements for the department and the company.

What You’ll Be Doing

• Acts as a customer advocate in preparing and processing quotations and sales orders, following up on status, pricing and ship dates confirmation to ensure all orders and quotes are completed within MISUMI’s expectations of 30-minute turnaround time.
• Assists customers with routing and answering inquiries on sales orders, quotations, product specifications/compatibility and pricing/availability, expedites, order investigations, documentation requests and RMA/credit requests.
• Answers incoming phone calls and online chat in a timely manner with the upmost professionalism and effectively manages work time to complete all tasks by end of day leveraging MISUMI’s case management/ticketing system.
• Serves as primary contact for customer quality issues and works with other internal departments to determine actions and resolutions on customer inquiries and issues, with thorough follow up to ensure highest levels of customer satisfaction.
• Leverages internal resources to solve problems effectively, continuously deepens products and business processes knowledge and enhances customer experience with the goal to maintain and improve the first call resolution and continuously works to contribute to achievement of team KPIs.
• Performs well under pressure and tight timeframes; able to consistently meet deadlines with high quality work while maintaining flexibility in daily work activities; open to and accept rapid changes in daily work activity to meet business and customers’ needs.
• Ensures corporate business policies, terms and conditions of sale and sales/marketing promotions are properly applied to orders.
• Demonstrates ability to create internal networks and partnerships; has vision for how one’s actions impact other functional teams and thus the customer.
• Continuously increases depth of knowledge to effectively act as Subject Matter Expert (SME) on all business systems including ERP and case management, policies, processes and customer preferences.
• Critically evaluates current processes and procedures and suggests improvements as/when appropriate; may be asked to participate in and/or lead process improvements.
• Works within established company guidelines and exhibits sound business decisions.
• Other duties as assigned by Supervisor or Leadership.

Desired Skills:

• Associates or Bachelor’s degree, in business or engineering.
• 1-3 years customer service experience, or equivalent work experience.
• Excellent communication skills (verbal and written), as well as the ability to foster an environment of open communication and teamwork.
• Excellent listening, troubleshooting, negotiation, problem solving, interpersonal and conflict management skills.
• Strong analytical skills with the ability to use the data and expertise to provide and/or implement process improvements.
• Proficient in MS Office applications; Outlook, Word, and Excel.

 

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Perks and benefits

• We offer a comprehensive package of benefits including Medical (HMO/PPO/HDHP), Vision, Dental, Life (Basic & AD&D), Disability (STD and LTD), Legal, and Pet Insurance Plans, 401(k) Plan with match, Commuter Transit Benefits, Employee Resource (EAP and GEAS) Plans, Fitness Club Membership, Tax Savings (HSA and FSA) Plans, Parental Leave, Paid Time Off, and Paid Holidays.

Salary Range: 
$28.41-$31.25/hr (depending upon experience)

This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting.  We may ultimately pay more or less than the posted range, and the range may be modified in the future.  An employee's pay within the salary range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location and prevailing minimum wage, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs. 

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable.  The amount and availability of any bonus, commission, or any other form of compensation for any particular employee remains in the Company's sole discretion unless and until paid and may be notified at the Company's sole discretion, consistent with the law.