Senior Customer Care Specialist (MISUMI - Schaumburg, IL)
The Senior Customer Care Specialist at MISUMI, the parent company of Fictiv, plays a pivotal role in managing complex customer interactions and ensuring the seamless execution of orders. This position is integral to delivering a superior customer experience, directly impacting satisfaction and business success. The role is based in Schaumburg, IL, within a dynamic and fast-paced environment.
Key responsibilities include overseeing the end-to-end customer experience for quotations and sales orders, ensuring prompt and accurate execution within a 30-minute turnaround time. The specialist acts as a trusted advisor, addressing product specifications, pricing, availability, and order statuses. Additional duties involve resolving complex inquiries related to orders, expedites, investigations, documentation, and RMA/credit requests, as well as serving as the primary contact for quality and service issues, collaborating cross-functionally to achieve timely resolutions.
Candidates should possess over six years of experience in customer support, customer operations, or order management, preferably within a technical or manufacturing setting. Strong capabilities in navigating technical product discussions, exceptional communication skills, and the ability to manage multiple priorities under tight deadlines are essential. A problem-solving mindset, analytical skills, and proficiency in Microsoft Office and ERP or ticketing systems are also required.
The compensation for this role ranges from $30.75 to $33.65 per hour, depending on experience. The benefits package includes medical, vision, dental, life, disability, legal, and pet insurance plans, a 401(k) plan with match, commuter transit benefits, employee resource plans, fitness club membership, tax savings plans, parental leave, paid time off, and paid holidays.
Fictiv fosters a culture that values diverse perspectives, teamwork, and continuous learning. The company emphasizes respect, honesty, collaboration, and growth, providing employees with opportunities to make meaningful impacts in a fast-moving environment. This role offers the chance to solve real operational and technical challenges, work across teams, and directly influence customer satisfaction at scale.