Customer Care Specialist at Misumi USA – Schaumburg, Illinois

• 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.

Applicants must currently be authorized to work in the United States on a full-time basis. Sponsorship for work authorization is not available.

MISUMI is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, veteran status, disability, marital status, sexual orientation, citizenship status, genetic information, gender identity, or any other protected status under applicable law.

FOR CALIFORNIA RESIDENTS:

MISUMI USA, Inc. (“MISUMI”) complies with the California Consumer Privacy Act (“CCPA”), California Privacy Rights Act (“CPRA”), and other applicable privacy laws. We may collect the following categories of personal information for purposes of the application and hiring process: name and contact information (phone number; mailing address; email address(es)); education and qualifications; employment history and experience; LinkedIn profile; and other information voluntarily provided by the applicant. Under the CCPA and CPRA, California residents have the right to know, correct, delete, and/or limit the use of certain information collected by MISUMI. For further information, see our full privacy policy at https://us.misumi-ec.com/careers/privacy/california-privacy-rights/. If you have any concerns, please send an email to hr1@misumiusa.com.