Customer Care Specialist (MISUMI)
Fictiv
Bengaluru, India OfficePosted 1 month ago
Skill Required
Program Managementanalyticalwritten
Key highlights
- Work Hours: 9:30 PM – 5:30 AM IST, Monday through Friday
- Minimum 6 years of customer service experience OR equivalent work experience required
- Fluent English required
- Fast-paced, operations-driven environment
Role overview
MISUMI Americas, a division of MISUMI Group, is a leading provider of standard, configurable, and custom manufacturing solutions, empowering engineers and procurement teams to accelerate innovation. As a Customer Care Specialist, you will play a critical role in ensuring fast and accurate order processing while delivering proactive, professional communication to US-based customers. This highly operational, detail-driven role requires responsiveness, ownership, and customer obsession, with success directly impacting customer satisfaction as measured through the Voice of Customer program.
Responsibilities
- 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
- 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
- Manage customer inquiries through phone, email, chat, and the case management system
- Prioritize effectively to ensure all tasks are completed within service expectations
- Own customer quality issues, order investigations, RMA/credit requests, and documentation requests
- Collaborate cross-functionally to determine resolutions and ensure thorough follow-up
- 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
- Continuously deepen knowledge of products, ERP systems, business processes, and customer preferences
- Contribute to improving first-call resolution and team KPIs
- Evaluate current processes, identify improvement opportunities, and participate in or lead initiatives that enhance efficiency and customer satisfaction
Requirements
- 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)
- Self-starter mentality with a strong sense of accountability — you take ownership and follow through
Nice to have
- Experience supporting US-based customers and/or working aligned to US business hours
Additional details
- Work Hours: 9:30 PM – 5:30 AM IST, Monday through Friday (aligned with US Pacific business hours)
- This role requires extended periods of sitting and computer work
- 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
- 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