Customer Care Supervisor at Fictiv

<div class="content-intro"><p><strong>About MISUMI Americas</strong></p> <p>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.</p></div><p><span style="font-family: verdana, geneva, sans-serif;"><strong>Customer Care Supervisor – MiSUMi</strong></span></p> <p><span style="font-family: verdana, geneva, sans-serif;"><strong>Work Hours: 9:30 PM – 5:30 AM IST, Monday through Friday (aligned with US Pacific business hours)</strong></span></p> <p>&nbsp;</p> <p><span style="font-family: verdana, geneva, sans-serif;"><strong>MISUMI exists to empower engineers and innovators to build the future.</strong></span></p> <p><span style="font-family: verdana, geneva, sans-serif;">MISUMI (the parent company of Fictiv) is a global leader in configurable mechanical components and manufacturing solutions. Through advanced technology, operational excellence, and a relentless focus on customer satisfaction, MISUMI supports customers from prototype through production with speed, precision, and reliability.</span></p> <p><span style="font-family: verdana, geneva, sans-serif;">With a global footprint and deep manufacturing expertise, we are committed to delivering fast, accurate, and seamless service that enables our customers to move at the speed of innovation.</span></p> <p><span style="font-family: verdana, geneva, sans-serif;"><strong>Job Description</strong></span></p> <p><span style="font-family: verdana, geneva, sans-serif;">Are you passionate about delivering exceptional customer experiences in a fast-paced, high-performance environment? Do you thrive on accuracy, responsiveness, and solving problems in real time?</span></p> <p><span style="font-family: verdana, geneva, sans-serif;">This position manages day-to-day activities of the MISUMI Americas Customer Care team within the Customer Service department. The daily challenges and responsibilities are aimed at ensuring team and individual KPIs are achieved, and internal and external customers’ needs are met / exceeded, The </span><span style="font-family: verdana, geneva, sans-serif;">Customer Care Supervisor provides guidance and direction to his assigned team of Customer Care Specialists, and works cross functionally as necessary, serving as a subject matter expert on CS processes, policies and systems. The Supervisor collaborates with MISUMI Americas (MISUMI and Fictiv)</span><br><span style="font-family: verdana, geneva, sans-serif;">cross-functional teams, Japan Headquarters and Misumi Group subsidiaries.</span></p> <p><span style="font-family: verdana, geneva, sans-serif;">The position is responsible for highly visible deliverables that impact customer satisfaction, key performance indicators (KPI) and key success factors (KSF), such as productivity, turnaround time, attrition, digital ratios and employee retention</span></p> <p>&nbsp;&nbsp;&nbsp;</p> <p><span style="font-family: verdana, geneva, sans-serif;"><strong>What You Will Be Doing</strong></span></p> <p><span style="font-family: verdana, geneva, sans-serif;">• Supervise a team of 8–15+ Customer Care Specialists, manage daily operations of the customer care team and ensure completion of daily activities within agreed Service Level Agreement timeframe.</span><br><span style="font-family: verdana, geneva, sans-serif;">• Ensure Team compliance with company’s and department’s policies, notably attendance, timesheet entry and overall Customer Service SOPs.</span><br><span style="font-family: verdana, geneva, sans-serif;">• Clearly communicate on individual goals and performance expectations and deliver weekly performance scorecards to team members, set up coaching sessions to ensure that each member achieves expected performance levels.</span><br><span style="font-family: verdana, geneva, sans-serif;">• Build development plans for each team member as needed, identifying skill gaps, creating growth opportunities, and actively coaching them to accelerate each individual's potential.</span><br><span style="font-family: verdana, geneva, sans-serif;">• Create and maintain a positive, customer-centric departmental culture that recognizes individuals’ work quality, performance, continuous improvement and personal development.</span><br><span style="font-family: verdana, geneva, sans-serif;">• Serve as the first line of escalation for your team: step in on complex issues, difficult customer situations, or cross-functional blockers as needed.</span><br><span style="font-family: verdana, geneva, sans-serif;">• Partner with CS Planning team and CS leadership team for the purposes of data collection, report generation, operation analysis, policy and process improvements and strategy implementation.</span><br><span style="font-family: verdana, geneva, sans-serif;">• Actively work to achieve CS department goals and global KPIs and ensure the CS team meets or exceeds customer requirements and expectations of response time and accuracy.</span><br><span style="font-family: verdana, geneva, sans-serif;">• Identify areas within the CS team which need updating or improving, often working in cooperation with other departments Procurement, IT, Sales, Accounting, etc.</span><br><span style="font-family: verdana, geneva, sans-serif;">• Work with CS team to maintain high moral and low attrition in deploying the department long term strategy in areas of team structure, budgetary needs and process improvement.</span><br><span style="font-family: verdana, geneva, sans-serif;">• Partner with CS trainers on training needs for CS team with clear ROI and timeframes.</span><br><span style="font-family: verdana, geneva, sans-serif;">• Be prepared to assemble and deliver presentations to all levels of the organization to communicate CS team trends, performance and plans.</span><br><span style="font-family: verdana, geneva, sans-serif;">• Manage performance of CS team and take applicable actions when necessary</span></p> <p><span style="font-family: verdana, geneva, sans-serif;"><strong>Desired Traits</strong></span></p> <p><span style="font-family: verdana, geneva, sans-serif;">• B.S. degree in Business Administration, commerce, engineering or a related field.</span><br><span style="font-family: verdana, geneva, sans-serif;">• 8 years or more of experience in customer service, order management or similar environment.</span><br><span style="font-family: verdana, geneva, sans-serif;">• 3 years or more experience leading or supervising a team of Customer service representatives or similar roles.</span><br><span style="font-family: verdana, geneva, sans-serif;">• Proficient in CRM, ERP, Case Management systems, MS Office applications (Outlook, Word, PowerPoint and Excel), Data reporting &amp; visualization tool (Power BI, Tableau, Sigma)</span><br><span style="font-family: verdana, geneva, sans-serif;">• Outstanding problem-solving and critical-thinking skills.</span><br><span style="font-family: verdana, geneva, sans-serif;">• Exceptional leadership and organizational abilities.</span><br><span style="font-family: verdana, geneva, sans-serif;">• Excellent interpersonal skills and ability to resolve sensitive escalations with customers.</span><br><span style="font-family: verdana, geneva, sans-serif;">• Must have exceptional sense of urgency and commitment to serving the customers’ needs.</span><br><span style="font-family: verdana, geneva, sans-serif;">• Outstanding conflict-resolution skills and ability to defuse volatile situations.</span></p> <p><span style="font-family: verdana, geneva, sans-serif;"><strong>Physical Requirements</strong></span></p> <p><span style="font-family: verdana, geneva, sans-serif;">This role requires extended periods of sitting and computer work.</span></p> <p><span style="font-family: verdana, geneva, sans-serif;">If you are energized by precision, customer advocacy, and working in a high-expectation global environment, we look forward to connecting with you.</span></p><div class="content-conclusion"><p>We’re actively seeking teammates who:</p> <ul> <li>Bring diverse perspectives and experience to our culture and company.&nbsp;</li> <li>Excel at being part of a strong, empathetic team.</li> <li>Thrive in an environment emphasizing respect, honesty, collaboration, and growth.</li> <li>Have an ‘always learning’ mindset that celebrates learning, not just wins.&nbsp;</li> <li>Help us continue to build a world-class organization that values the contributions of all of our teammates</li> </ul> <p>We encourage applications from members of underrepresented groups, including but not limited to women, members of the LGBTQ community, people of color, people with disabilities, and veterans.</p></div>