Customer Care Specialist, Fictiv
$28.41-$31.25/hr (depending upon experience)
Office located in Schaumburg, IL
Digital manufacturing ecosystem
Be an early applicant
Digital manufacturing ecosystem
201-500 employees
Be an early applicant
$28.41-$31.25/hr (depending upon experience)
Office located in Schaumburg, IL
201-500 employees
Company mission
To simplify the process of sourcing the custom mechanical parts required for new product development and introduction into the market.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
Fictiv is a digital manufacturing ecosystem that enables companies all over the world to acquire parts and components quickly. Its digital platform and global partner network provide a powerful palette of features, with the company positioning itself as the Amazon Web Services of hardware.
Also on offer from Fictiv is 3D printing, with the platform taking advantage of a range of technologies in this area. This makes it possible for businesses to obtain production-quality parts, without having to invest in tools and expertise.
The company has also leveraged technology in order to provide customers with access to a wide range of capabilities through components. With the 3D printed materials market set to reach $18 billion by 2030, Fictiv is well-placed to benefit from this significant growth, especially following its significant investment in accelerating product innovation.
Steph
Company Specialist at Welcome to the Jungle
Insights
6% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
May 2022
$100m
SERIES E
Feb 2021
$35m
SERIES D
Total funding: $193m
Company benefits
- Monthly virtual work stipend
- Wellness stipend
- Paid volunteer days
- Learning and development stipend
- Paid parental leave
- Equity options
Company HQ
SoMa, San Francisco, CA
Leadership
Dave Evans
(Co-Founder & CEO)They hold a BS in Mechanical Engineering from Stanford and served as the Lead Hardware Engineer at Ford before co-founding Fictiv in 2013.
Nathan Evans
(Co-Founder & CXO)They earned a BA and MA from Stanford. They then founded Citizens of Wine and worked as an Associate at Seven Hills.
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