Customer Care Specialist

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.

Nice to have:

We offer a comprehensive package of benefits including 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:

$28.41-$31.25/hr (depending upon experience)

This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting.  We may ultimately pay more or less than the posted range, and the range may be modified in the future.  An employee's pay within the salary range will be based on several factors including, but limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location and prevailing minimum wage, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable.  The amount and availability of any bonus, commission, or any other form of compensation for any particular employee remains in the Company's sole discretion unless and until paid and may be notified at the Company's sole discretion, consistent with the law.

About Fictiv

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.

Fictiv is transforming how the next rockets, self-driving cars, and life-saving robots are designed, developed, and delivered to customers around the world. People who succeed at Fictiv are talented, creative, and driven to achieve professional excellence and support our vision to help product innovators create.

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.