Senior Customer Care Specialist, Fictiv

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

Desirable

• 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
• 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
• 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
• 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