Senior Customer Care Specialist (MISUMI - Schaumburg, IL)

Senior Customer Care Specialist (Customer Operations) MISUMI

Fictiv exists to help product innovators create.

Fictiv is a global manufacturing and supply chain company that enables organizations to scale globally across Fictiv's four global manufacturing centers in India, Mexico, China, and the U.S.. Companies use Fictiv to access high-quality production, optimize supply chain logistics, and mitigate supply chain riskensuring they can move from prototype to full-scale manufacturing with speed and confidence. To date, Fictiv has delivered more than 35 million commercial and prototype parts for industries such as aerospace, robotics, automotive, climate tech, and more, helping them innovate faster, free up precious resources, and drive profitable growth.

At MISUMI (the parent company of Fictiv), we don't just process orderswe power the supply chains behind some of the world's most innovative companies.

As a Senior Customer Care Specialist, you'll be at the center of that experienceowning complex customer interactions, solving technical and operational challenges, and ensuring every order is executed with speed, accuracy, and care. You'll serve as a trusted partner to customers and internal teams alike, delivering a seamless experience that directly impacts customer satisfaction and business success.

This is a high-impact role for someone who thrives in fast-paced environments, brings strong technical curiosity, and takes pride in delivering exceptional service.

What You'll Do

• Own the customer experience end-to-end for quotations and sales ordersensuring fast, accurate execution within our 30-minute turnaround expectations
• Act as a trusted advisor and advocate for customers, navigating product specifications, pricing, availability, and order status with confidence
• Resolve complex customer inquiries across orders, expedites, investigations, documentation, and RMA/credit requests
• Serve as a primary point of contact for quality and service issues, partnering cross-functionally to drive timely and effective resolutions
• Handle inbound phone, chat, and case management workflows with professionalism, urgency, and precision
• Leverage internal tools and systems (ERP, case management) to drive first-contact resolution and operational excellence
• Build deep product and process knowledge to support technical inquiries and customer decision-making
• Identify inefficiencies and contribute to process improvements that enhance speed, quality, and customer experience
• Act as a subject matter expert (SME) and resource for teammates, helping elevate team performance

What You Bring

• 6+ years of experience in customer support, customer operations, or order management (preferably in a technical or manufacturing environment)
• Strong ability to navigate technical product discussions (e.g., specifications, compatibility, or configurations)
• Exceptional communication skillsclear, professional, and customer-first in every interaction
• Proven ability to manage multiple priorities under tight deadlines without sacrificing quality
• A problem-solving mindset with strong analytical and troubleshooting skills
• Experience working cross-functionally to resolve issues and improve outcomes
• Proficiency in Microsoft Office (Excel, Outlook, Word) and comfort working in ERP or ticketing systems

What Sets You Apart

• You combine speed with accuracythriving in high-volume, SLA-driven environments
• You're customer-obsessed, always thinking about how to improve the experience
• You're technically curious and enjoy digging into product and process details
• You take ownership, follow through, and don't let things fall through the cracks
• You proactively identify opportunities to make systems, processes, and workflows better

Why This Role

This is not a typical customer service role. You'll be solving real operational and technical challenges, working across teams, and directly influencing customer satisfaction at scale.

If you're an experienced professional who thrives in fast-moving environments and wants to make a meaningful impact, this role is for you.

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: $30.75-$33.65/hr (depending upon experience)