Senior Customer Care Specialist (MISUMI - Schaumburg, IL)
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.
Senior Customer Care Specialist (Customer Operations)
At MISUMI (the parent company of Fictiv), we don’t just process orders—we 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 experience—owning 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.
- Own the customer experience end-to-end for quotations and sales orders—ensuring 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’ll 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 skills—clear, professional, and customer-first in every interaction
- Prowed ability to manage multiple priorities under tight deadlines without sacrificing quality
- A problem-solving mindset with strong analytical and troubleshooting skills
- Proven ability to work cross-functionally to resolve issues and improve outcomes
- Experience working with Microsoft Office (Excel, Outlook, Word) and ERP or ticketing systems
What Sets You Apart
- You combine speed with accuracy—thriving 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
- 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)