Customer Care Specialist – MiSUMi

Work Hours: 9:30 PM – 5:30 AM IST, Monday through Friday (aligned with US Pacific business hours)

MISUMI exists to empower engineers and innovators to build the future.

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.

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.

Job Description

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?

As a Customer Care Specialist, you will play a critical role in ensuring fast and accurate order processing while delivering proactive, professional communication to our US-based customers. You will act as a trusted customer advocate — managing quotations, sales orders, and issue resolution — ensuring every interaction reflects MISUMI’s commitment to service excellence.

This is a highly operational, detail-driven role where responsiveness, ownership, and customer obsession are key. Your success will directly impact customer satisfaction as measured through our Voice of Customer program.

What You Will Be Doing

Customer Advocacy

Serve as the primary point of contact for customers across quotations, sales orders, and post-order inquiries. Build strong, professional relationships while ensuring a seamless and positive experience.

Order & Quote Management

Prepare and process quotations and sales orders with speed and accuracy. Follow up on pricing, availability, and ship date confirmations while meeting MISUMI’s 30-minute turnaround expectations.

Case Management

Manage customer inquiries through phone, email, chat, and our case management system. Prioritize effectively to ensure all tasks are completed within service expectations.

Issue Resolution

Own customer quality issues, order investigations, RMA/credit requests, and documentation requests. Collaborate cross-functionally to determine resolutions and ensure thorough follow-up.

Communication & Coordination

Partner with internal teams to ensure policies, terms and conditions, and promotions are applied correctly. Clearly communicate updates and expectations to customers to prevent delays or confusion.

Operational Excellence

Continuously deepen knowledge of products, ERP systems, business processes, and customer preferences. Contribute to improving first-call resolution and team KPIs.

Continuous Improvement

Evaluate current processes, identify improvement opportunities, and participate in or lead initiatives that enhance efficiency and customer satisfaction.

Desired Traits

• Bachelor’s degree OR minimum 6 years of customer service experience OR equivalent work experience.
• Proven experience in a fast-paced, operations-driven customer service environment.
• Exceptional written and verbal communication skills; must be fluent in English.
• Strong listening, troubleshooting, negotiation, and conflict resolution abilities.
• Detail-oriented with excellent time management and prioritization skills.
• Ability to perform under tight deadlines while maintaining accuracy and professionalism.
• Strong analytical mindset with the ability to identify trends and propose process improvements.
• Proficiency in Microsoft Office applications (Outlook, Word, Excel).
• Experience supporting US-based customers and/or working aligned to US business hours preferred.
• Self-starter mentality with a strong sense of accountability — you take ownership and follow through.

Physical Requirements

This role requires extended periods of sitting and computer work.

If you are energized by precision, customer advocacy, and working in a high-expectation global environment, we look forward to connecting with you.

Technical Project Manager – Manufacturing

Location: Santa Catarina, Nuevo León (Monterrey Metro Area)

On-site Role

About the Position

We are seeking a Technical Project Manager – Manufacturing to join our growing team in Santa Catarina, Mexico. In this role, you will lead cross-functional manufacturing programs supporting the delivery of high-quality custom mechanical parts for global customers. You will act as the primary point of contact for assigned projects, ensuring delivery on time, within scope, and within budget.

This opportunity is ideal for a technically strong project leader with hands-on experience in CNC machining, injection molding, tooling, sheet metal, or related manufacturing environments who thrives in fast-paced, customer-focused settings.

What You’ll Do

• Lead end-to-end execution of manufacturing projects from kickoff through production and delivery
• Develop and manage detailed project plans aligned with customer requirements and company objectives
• Serve as the primary customer interface for project updates, scope clarification, and issue resolution
• Drive coordination between internal teams and external manufacturing partners
• Identify project risks, develop mitigation strategies, and implement recovery plans when needed
• Manage post-sale changes and ensure proper technical and operational execution
• Coordinate technical problem-solving with quality and supplier teams
• Track key project metrics and provide clear status reporting
• Contribute to continuous improvement of processes, systems, and workflows
• Support compliance with quality management systems (QMS)

What We’re Looking For

Required Qualifications:

• Bachelor’s degree in Mechanical Engineering, Manufacturing, Tooling Design, or related technical field
• 3–5 years of experience in CNC machining, injection molding, sheet metal, tooling, or OEM/contract manufacturing environments
• 2–3 years of experience in a project management role within manufacturing
• Experience in NPI/NPD and APQP within production environments
• Strong planning, scope management, and risk mitigation skills
• Fluent in English and Spanish (written and spoken)
• Ability to manage multiple projects and collaborate cross-functionally

Preferred Qualifications:

• PMP certification (or in progress)
• Experience working with global customers or multicultural teams
• Strong understanding of quality systems, sourcing, and supplier management
• High sense of urgency, ownership mindset, and strong problem-solving capability

Why Join Us?

• Opportunity to work on complex, high-impact manufacturing projects
• Exposure to global customers and cross-regional collaboration
• Fast-paced, growth-oriented environment
• Career development opportunities

Gerente de Proyectos Técnicos – Manufactura

Ubicación: Santa Catarina, Nuevo León (Área Metropolitana de Monterrey)
Modalidad: Presencial

Sobre el Puesto

Estamos buscando un(a) Gerente de Proyectos Técnicos – Manufactura para unirse a nuestro equipo en crecimiento en Santa Catarina, México. En este rol, liderarás proyectos de manufactura enfocados en la entrega de componentes mecánicos personalizados de alta calidad para clientes globales. Serás el principal punto de contacto para los proyectos asignados, asegurando la entrega a tiempo, dentro del alcance y presupuesto establecidos.

Esta posición es ideal para un(a) profesional con sólida experiencia técnica en CNC, moldeo por inyección, herramentales, lámina u otros procesos industriales, que disfrute trabajar en entornos dinámicos y orientados al cliente.

Responsabilidades

• Liderar la ejecución integral de proyectos de manufactura desde el inicio hasta producción y entrega
• Desarrollar y administrar planes de proyecto alineados con los requerimientos del cliente y los objetivos de la empresa
• Actuar como principal enlace con el cliente para actualizaciones, aclaración de alcance y resolución de problemas
• Coordinar equipos internos y socios de manufactura
• Identificar riesgos del proyecto y desarrollar planes de mitigación y recuperación
• Gestionar cambios posteriores a la venta asegurando correcta implementación técnica y operativa
• Coordinar la resolución de problemas técnicos con equipos de calidad y proveedores
• Monitorear métricas clave del proyecto y reportar avances
• Impulsar mejoras continuas en procesos y sistemas
• Contribuir al cumplimiento del Sistema de Gestión de Calidad (QMS)

Requisitos

Indispensables:

• Licenciatura en Ingeniería Mecánica, Manufactura, Diseño de Herramentales o carrera afín
• 3–5 años de experiencia en CNC, moldeo por inyección, lámina, herramentales o manufactura OEM/CM
• 2–3 años de experiencia en gestión de proyectos en entornos de manufactura
• Experiencia en NPI/NPD y APQP en ambientes productivos
• Sólidas habilidades en planeación, gestión de alcance y mitigación de riesgos
• Inglés y español fluido (oral y escrito)
• Capacidad para manejar múltiples proyectos y colaborar con equipos multidisciplinarios

Deseables:

• Certificación PMP (o en proceso)
• Experiencia trabajando con clientes globales o equipos multiculturales
• Conocimiento en sistemas de calidad, sourcing y gestión de proveedores
• Sentido de urgencia, enfoque en resultados y fuerte capacidad de resolución de problemas

¿Por Qué Unirte?

• Participación en proyectos de manufactura complejos y de alto impacto
• Exposición a clientes globales y colaboración internacional
• Ambiente dinámico y orientado al crecimiento
• Oportunidades de desarrollo profesional

**Work Hours: 9:30 PM – 5:30 AM IST, Monday through Friday (aligned with US Pacific business hours)**

Impact In This Role

Are you ready to shake up the world of customer service? Do you thrive on making connections and finding creative solutions? If you’re passionate about putting customers first in a dynamic, non-traditional environment, we want YOU on our team!

In your role as Associate Customer Project Manager, you will support our US-based customers across multiple industries, and work with manufacturing teams in various global regions. Your agility, service mentality, and technical and communication skills will be essential in helping our customers increase the velocity and quality of their delivered products. You will support program management teams and collaborate with cross-functional stakeholders to address customer needs, resolve issues, and facilitate solutions. This position offers a unique opportunity to learn and grow through hands-on experience and professional development.

Work Hours: 9:30 PM – 5:30 AM IST, Monday through Friday (aligned with US Pacific business hours)

This role will follow a hybrid schedule - 3 nights in office, 2 nights remote

You will report to the Lead of Program Management.

What You’ll Be Doing

• Customer Management: At Fictiv, you will be our customers’ best ally. Work closely with them to ensure a seamless and high-quality experience. 
• Project Coordination/Support: Support Customer Program Management teams in task execution, workflow management,  and system update/maintenance. 
• Case management: Concurrently manage a variety of manufacturing orders with multiple customers and the internal operations teams. 
• Communication: facilitate technical communication between the customers (mostly mechanical engineers) and internal stakeholders. 
• Collaboration: Collaborate and support various cross-functional teams to satisfy internal and external customer requirements. 
• Continuous Improvement: Identify improvement areas and collaborate with the cross-functional team to prioritize and define solutions to increase our efficiency.

Desired Traits

• Bachelor’s degree in Mechanical Engineering and one (1) - three (3) years of relevant experience preferably in the manufacturing industry.
• The work is fast-paced - you will be working in an operations environment with tight deadlines and high standards. You will need to be organized with good time management, prioritization skills and great attention to detail. 
• We obsess over our customers- you will need to be personable and have outstanding communications skills (both written and verbal) and be able to adapt your communication style effectively. Must be fluent in written and spoken English.
• This role requires a self-starter mentality. e want you to be excited by a hands-on, high-performing, results-oriented role and driven to exceed expectations for our clients. Accountability is everything; you say what you do and do what you say.
• Aligned with our culture centered around continuous learning- bring passion to learn about the manufacturing ecosystem and the New Product Development process.

Impact in this Role

You will be responsible for scheduling work orders and act as a project engineer to address any in-process questions our manufacturers may raise, provide production status visibility to our builders, and mitigate major project risks that pose a threat to meeting our builders’ specifications. You will report to the head of program management in Feidi. Job Description

What You’ll Be Doing

Responsible for the post-sales order/program management in Fictiv China-

📍 This position will be required to work from our office in Guangzhou, China.

Join us in building the future of manufacturing! 🌎🔧✨

**Work Hours: 9:30 PM – 5:30 AM IST, Monday through Friday (aligned with US Pacific business hours)**

Fictiv exists
to help product innovators create

Fictiv is a global manufacturing and supply chain company that enables organizations to scale globally across Fictiv’s four global manufacturing centers in India, Mexico, China, and the U.S. Companies use Fictiv to access high-quality production, optimize supply chain logistics, and mitigate supply chain risk, ensuring they can move from prototype to full-scale manufacturing with speed and confidence.

To date, Fictiv has delivered more than 35 million commercial and prototype parts for industries such as aerospace, robotics, automotive, climate tech, and more, helping them innovate faster, free up precious resources, and drive profitable growth.

Job Description

Are you ready to shake up the world of customer service? Do you thrive on making connections and solving complex manufacturing challenges? If you’re passionate about putting customers first in a dynamic, fast-paced manufacturing environment, we want YOU on our team.

In your role as Associate Customer Program Manager – Injection Molding (IM), you will work directly with US-based customers supporting injection molded part programs from prototype through production. You will leverage your injection molding expertise, problem-solving skills, and customer advocacy to help customers successfully launch and scale their products.

You will collaborate closely with cross-functional teams including manufacturing operations, quality, tooling engineering, supply chain, and logistics to manage injection molding programs end-to-end. Your role will focus on ensuring tooling readiness, production execution, quality expectations, and on-time delivery while proactively resolving issues that arise during program execution.

You will support multiple customers across a variety of injection molding programs executed through Fictiv’s global manufacturing network.

Work Hours: 9:30 PM – 5:30 AM IST, Monday through Friday (aligned with US Pacific business hours)

This role follows a hybrid work schedule – 3 nights in office, 2 nights remote.

What you will be doing

• Customer Management
  Act as the primary advocate for customers running injection molding programs through Fictiv. Build strong relationships with customers to ensure a seamless, high-quality experience from tooling kickoff through production.
• Injection Molding Program Execution
  Support customers with injection molding programs including tooling development, DFM alignment, first article validation, production ramp, and ongoing manufacturing support. Ensure technical and operational alignment across teams.
• Case Management
  Manage multiple injection molding orders and programs concurrently across customers and internal operations teams. Prioritize and resolve requests to meet customer expectations for timing, quality, and manufacturability.
• Technical Communication
  Gather, interpret, and communicate design intent, DFM feedback, tooling considerations, molding parameters, and quality requirements to ensure orders are executed successfully.
• Cross-Functional Collaboration
  Work closely with sales, tooling engineers, manufacturing partners, and quality teams to resolve issues, address manufacturability concerns, and drive successful program outcomes.
• Program Management
  Provide top-down oversight across the entire lifecycle of injection molding programs, ensuring delivery against scope, quality standards, and schedule commitments.
• Continuous Improvement
  Identify opportunities to improve processes related to injection molding program execution, customer communication, and operational efficiency, and partner with cross-functional teams to implement improvements.

Desired Traits

• Bachelor’s degree in Mechanical Engineering, Production Engineering, Manufacturing Engineering, Plastics Engineering, or Tool Engineering. Diploma or advanced certification in Tool & Die / Tool Engineering from recognized tool room institutes (e.g., NTTF, CITD, IGTR, CTTC) is also acceptable. MBA is a plus
• 5+ years of experience in injection molding project management, manufacturing operations, supply chain, or customer-facing manufacturing roles.
• Strong understanding of injection molding processes, including tooling development, DFM considerations, part design for manufacturability, production ramp, and quality control.
• Experience supporting NPI programs, prototype tooling, bridge tooling, and production injection molding programs.
• Experience working with global manufacturing partners or contract manufacturers is preferred.
• PMP or project management certification and familiarity with program management frameworks is a plus.
• The work is fast-paced. You will operate in an execution-driven environment with tight timelines and high quality standards. Strong organization, prioritization, and attention to detail are essential.
• Excellent communication skills (written and verbal) with the ability to translate technical manufacturing topics into clear customer-facing updates. Must be fluent in written and spoken English.
• Experience working directly with US-based customers and/or during US business hours is preferred.
• This role requires a self-starter mindset with strong ownership and accountability. You should be comfortable operating in a hands-on, high-performance environment focused on delivering measurable outcomes for customers.
• Aligned with our culture of continuous learning, you should have a strong interest in expanding knowledge across the manufacturing ecosystem and new product development processes.

Interested in learning more?  We look forward to hearing from you soon.

Construye Tu Futuro con Fictiv – ¡Conéctate con Nosotros Hoy!

En Fictiv, no solo estamos transformando el futuro de la manufactura, sino que estamos construyendo el sistema operativo para la adquisición de piezas mecánicas personalizadas. Nuestros clientes de Fortune 500 confían en nosotros para entregar piezas complejas y de alta calidad para productos innovadores, desde vehículos eléctricos autónomos hasta sistemas quirúrgicos y robots industriales.

A medida que expandimos nuestras operaciones en México, buscamos conectar con profesionales talentosos apasionados por la manufactura, la ingeniería y la gestión de proyectos. Aunque actualmente no tenemos una vacante abierta, estamos creciendo nuestra red de talento para futuras oportunidades.

Tu Potencial Impacto

Como Associate Technical Project Manager - Technical (Manufacturing), desempeñarás un papel clave en la gestión de proyectos de alta diversidad y bajo volumen, asegurando una ejecución impecable desde los requisitos del cliente hasta la entrega final. Actuarás como un puente entre nuestros clientes en EE. UU. y nuestros socios de manufactura en México, garantizando que la producción fluya sin problemas, cumpla con las especificaciones y se mantenga dentro del presupuesto, mientras impulsas mejoras continuas en los procesos.

Lo Que Buscamos

Buscamos ingenieros y gerentes de proyectos con:
✅ Título en ingeniería y más de 5 años de experiencia relevante
✅ Conocimiento práctico de maquinado CNC (indispensable) y otros procesos de manufactura como impresión 3D, moldeo por inyección o fabricación de lámina metálica
✅ Habilidades sólidas en gestión de proyectos, incluyendo alcance, tiempos y control de calidad
✅ Capacidad para resolver problemas técnicos de producción y comunicar soluciones de manera efectiva
✅ Enfoque analítico y basado en datos para la resolución de problemas y mejora de procesos
✅ Fluidez en inglés y experiencia en entornos de trabajo multiculturales
✅ Mentalidad proactiva, con la capacidad de sobresalir en entornos dinámicos y de ritmo acelerado

¿Por Qué Unirte a la Red de Talento de Fictiv?

✔ Mantente al tanto de oportunidades futuras: sé el primero en enterarte cuando haya vacantes disponibles
✔ Conéctate con nuestro equipo: conoce más sobre nuestra misión, cultura e impacto
✔ Crea relaciones profesionales: únete a una comunidad de expertos en manufactura e ingeniería

🚀 ¿Listo para dar el siguiente paso? ¡Empecemos la conversación! Envíanos tu CV y te mantendremos informado sobre las oportunidades emocionantes en Fictiv México.

¡Únete a nosotros para construir el futuro de la manufactura! 🌎🔧✨

Build Your Future with Fictiv – Connect with Us Today!

At Fictiv, we’re not just shaping the future of manufacturing—we’re building the operating system for sourcing custom mechanical parts. Our Fortune 500 customers trust us to deliver complex, high-quality parts for cutting-edge products, from autonomous electric vehicles to surgical systems and industrial robots.

As we expand our operations in Bengaluru, India, we’re looking to connect with talented professionals who are passionate about manufacturing, engineering, and project management. While we don’t have an open position at the moment, we’re actively growing our network to build relationships with top talent for future opportunities.

Your Potential Impact

As an Associate Technical Program Manager, you’ll play a key role in managing high-mix, low-volume projects, ensuring seamless execution from customer requirements to final delivery. By bridging the gap between our U.S.-based customers and manufacturing partners, you’ll ensure production runs smoothly, meets specifications, and stays on budget—while continuously driving process improvements.

What We’re Looking For

We’re seeking experienced engineers and project managers with:
✅ A Bachelor’s degree in engineering and 5+ years of relevant work experience
✅ Hands-on knowledge of CNC machining (a must) and other manufacturing processes like 3D printing, injection molding, or sheet metal fabrication
✅ Strong project management skills, including scope, timing, and quality control
✅ The ability to solve technical production issues and communicate solutions effectively
✅ A data-driven approach to problem-solving and process improvement
✅ Fluency in English and experience in multicultural work environments
✅ A self-starter mindset with the ability to thrive in dynamic, fast-paced settings

📍 This position will be required to work from our office in Bengaluru, India.

Why Join Fictiv’s Talent Network?

✔ Stay ahead of future opportunities—be the first to hear when positions open
✔ Engage with our team—learn more about our mission, culture, and impact
✔ Build relationships—connect with like-minded professionals in manufacturing & engineering

🚀 Ready to take the next step? Let’s start the conversation! Submit your resume and we’ll keep you informed about exciting opportunities at Fictiv India.

Join us in building the future of manufacturing! 🌎🔧✨

**Work Hours: 9:30 PM – 5:30 AM IST, Monday through Friday (aligned with US Pacific business hours)**

Fictiv exists
to help product innovators create

Fictiv is a global manufacturing company that simplifies sourcing for custom manufacturing, from prototype to low-volume production. Through its highly-vetted manufacturing network, AI-powered technology platform, and global operations centers across the USA, Mexico, India, and China, Fictiv delivers fast, high-quality custom manufacturing services from quote to delivery. Fictiv’s capabilities span the full mechanical bill of materials, including Injection Molding, Compression Molding, 3D Printing, CNC Machining, Die Casting, and Sheet Metal. To date, Fictiv has delivered more than 30 million commercial and prototype parts for early-stage companies and large enterprises alike, helping them innovate faster, free up precious resources, and drive profitable growth. 

Impact in this Role

Are you ready to shake up the world of customer service? Do you thrive on making connections and finding creative solutions? If you’re passionate about putting customers first in a dynamic, non-traditional environment, we want YOU on our team!

In your role as Associate Customer Program Manager, you will be working directly with our US-based customers, and you’ll be using your agility, problem-solving skills, and customer service advocacy to help our customers increase the velocity and quality of products delivered. You will collaborate with the cross-functional teams to resolve customer pain points, address customer needs, and help manage customer projects end to end. You will support multiple customers across a variety of manufacturing orders to be fulfilled in different regions around the world.

Work Hours: 9:30 PM – 5:30 AM IST, Monday through Friday (aligned with US Pacific business hours)

This role follow a hybrid work schedule - 3 nights in office, 2 nights remote

What you will be doing

• Customer Management: You will be our customers’ best ally at Fictiv. Work closely with our customers to ensure a seamless and high-quality experience. Nurture relationships and resolve issues to help drive customer loyalty.
• Case management: Concurrently manage a variety of manufacturing orders with multiple customers and the internal operations teams. Prioritize and resolve top user requests to address their product development needs and meet customer expectations for timing and quality.
• Communication: Gather, interpret, and communicate engineering, design, manufacturing, and logistics requirements to ensure the orders will be delivered on time and in full 
• Collaboration: Collaborate with sales and the manufacturing operations teams to ensure successful delivery to the customer and advocate on their behalf - through the project lifecycle, including post-delivery exceptions.
• Program Management:  Manage projects with top-down oversight throughout the entire execution to ensure success as defined by adherence to standards of scope, budget, and timeline. 
• Continuous Improvement: Identify improvement areas and collaborate with the cross-functional team to prioritize and define solutions to increase our efficiency.

Desired Traits

• Bachelor’s degree in Engineering or MBA 
• 4+ years of experience in program management, project management, supply chain or customer-facing operations roles.
• Experience supporting NPI, low-volume production, or rapid prototyping programs.
• PMP/project management certification and understanding of project management/operations knowledge preferred.
• The work is fast-paced - you will be working in an operations environment with tight deadlines and high standards. You will need to be organized with good time management, prioritization skills and great attention to detail. 
• We obsess over our customers - you will need to be personable and have outstanding communications skills (both written and verbal) and be able to adapt your communication style effectively. Must be fluent in written and spoken English. Proven experience working directly with US-based customers and/or during US business hours is preferred. 
• This role requires a self-starter mentality. We want you to be excited by a hands-on, high-performing, results-oriented role and driven to exceed expectations for our clients. Accountability is everything; you say what you do and do what you say.
• Aligned with our culture centered around continuous learning - bring passion to learn about the manufacturing ecosystem and the New Product Development process.

Interested in learning more?  We look forward to hearing from you soon.

**This position will be based on-site in our Bangalore office, working overnight IST hours to support the US Pacific Standard Time zone.**

Impact In This Role

As an Associate Strategic Program Manager (SPM) at Fictiv, you will work alongside some of the world’s leading enterprises and innovative startups to help accelerate their product launches while maintaining the highest quality standards. In this role, you will closely support the Strategic Program Management team in executing complex programs, helping ensure customers’ products launch on time, within budget, and at optimal quality.
You will collaborate cross-functionally with Sales, C&DFM, Quality, and Logistics teams to keep projects on track and aligned with customer expectations. With a focus on continuous improvement, you will also contribute ideas and drive internal processes improvement and enhance the overall customer experience.

What You’ll Be Doing

• Build strong relationships with internal stakeholders and support customer-facing interactions as needed to deliver high-quality service
• Maintain accurate and up-to-date program status across multiple systems to support business decision-making processes
• Apply your knowledge of operations or manufacturing to identify process gaps, risks, and drive operational improvements
• Collaborate with cross-functional teams to enhance program efficiency and customer satisfaction
• Track and report on program milestones, supporting adjustments to timelines and deliverables to meet quality and delivery standards
• Support customer change requests and project updates on multiple platforms (external and internal)
• Ability to travel 10% annually
• Quality: All employees are expected to maintain and contribute to the QMS

Desired Traits

• Bachelor’s degree in Mechanical, Manufacturing or Industrial Engineering
• 3+ years of manufacturing operations experience or 1-2 years of related experience 
• Detail-oriented, strong organizational, program management, and time management skills, with the ability to prioritize and manage multiple tasks
• Excellent verbal and written communication skills; experience working with diverse, cross-functional teams is a plus
• Proactive self-starter with a passion for learning, continuous improvement, and driving operational success
• Experience working with global manufacturing sites, in customer-facing role is preferred
• Basic knowledge of manufacturing processes such as CNC Machining, 3D Printing, Injection Molding, Sheet Metal Fabrication, Die Casting, or Assembly is preferred
  

Interested in learning more?  We look forward to hearing from you soon.

**Work Hours: 9:30 PM – 5:30 AM IST, Monday through Friday (aligned with US Pacific business hours)**

Fictiv exists
to help product innovators create

Fictiv is a global manufacturing company that simplifies sourcing for custom manufacturing, from prototype to low-volume production. Through its highly-vetted manufacturing network, AI-powered technology platform, and global operations centers across the USA, Mexico, India, and China, Fictiv delivers fast, high-quality custom manufacturing services from quote to delivery. Fictiv’s capabilities span the full mechanical bill of materials, including Injection Molding, Compression Molding, 3D Printing, CNC Machining, Die Casting, and Sheet Metal. To date, Fictiv has delivered more than 30 million commercial and prototype parts for early-stage companies and large enterprises alike, helping them innovate faster, free up precious resources, and drive profitable growth. 

Impact in this Role

This role focuses on building and scaling the operating system that powers Customer Program Management (CPM) across workflows, tools, and decision-making frameworks. As an Associate CPM (Process, Systems & Automation), you will identify recurring challenges across programs and translate them into scalable solutions through systems, automation, and process design. You will work across cross-functional teams to improve execution consistency, reduce operational friction, and enable teams to operate efficiently at scale.

This role may also support select customer programs when needed, ensuring alignment between system design and real-world execution.

Work Hours: 9:30 PM – 5:30 AM IST, Monday through Friday (aligned with US Pacific business hours)

This role follow a hybrid work schedule - 3 nights in office, 2 nights remote

What you will be doing

Systems and Technology

• Improve and scale workflows across CRM, ERP, quoting, and order management systems
• Translate operational challenges into clear system and product requirements
• Partner with Product and Engineering teams to drive system enhancements
• Improve data quality, visibility, and system adoption

Process and Operating Model

• Design and standardize workflows, playbooks, and decision frameworks
• Identify and eliminate bottlenecks across quoting, execution, and delivery
• Improve consistency across teams, regions, and program types
• Establish scalable ways of working across cross-functional teams

Automation and Data

• Identify opportunities to automate manual and repeatable workflows
• Build dashboards, reporting structures, and workflow triggers
• Improve data flow across systems to enable proactive decision-making
• Support adoption of automation and AI tools within operational workflows

Operational Improvement

• Analyze trends in delays, escalations, and quality issues to identify root causes
• Connect operational issues to business impact such as cycle time, quality, and efficiency
• Develop and implement structured solutions in collaboration with stakeholders

Process Documentation and Training

• Develop and maintain clear SOPs, playbooks, and process documentation
• Ensure documentation reflects current workflows and system updates
• Support rollout of new processes and tools through structured guidance and training materials

Cross-Functional Collaboration

• Work closely with CPM, Supply Chain, Quality, and Product teams
• Influence and drive adoption of new workflows and tools
• Act as a connector across teams to improve execution outcomes

Desired Traits

Educational Background

• Bachelor’s degree in Engineering, Operations, Supply Chain, Business, or a related field
• MBA or equivalent experience in operations, strategy, or program management is a plus

Experience

• 5 to 8 years experience in operations, program management, business operations, product operations, or systems-driven roles
• Experience in fast-paced environments such as startups, SaaS, supply chain, or marketplaces is preferred
• Experience in manufacturing, industrial engineering, or process engineering roles is a plus, especially for candidates who have worked on workflow design, process standardization, system improvements, or cross-functional operational initiatives

Core Skills

• Strong systems thinking and ability to design scalable workflows
• Experience building or improving tools, dashboards, automation, or structured processes
• Ability to structure ambiguous problems and translate them into actionable solutions
• Strong analytical skills with ability to connect operations to business outcomes
• Comfortable working with data, systems, and cross-functional teams
• Ability to influence stakeholders and drive change without direct authority
• Exposure to tools such as Atlassian (Jira), Slack, Lucidchart, Sigma, Figma, Salesforce, and Odoo is a plus.

Preferred Qualifications

• Experience working with CRM/ERP systems or workflow tools
• Experience collaborating with Product or Engineering teams
• Familiarity with automation tools, data platforms, or process digitization
• Exposure to AI tools or interest in applying AI in operational workflows

Interested in learning more?  We look forward to hearing from you soon.

Senior Customer Care Specialist (Customer Operations) – MISUMI

Make an Impact

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.

What You’ll Do

• 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

What You Bring

• 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

What Sets You Apart

• You combine speed with accuracy—thriving in high-volume, SLA-driven environments
• You’re customer-obsessed, always thinking about how to improve the experience
• You’re technically curious and enjoy digging into product and process details
• You take ownership, follow through, and don’t let things fall through the cracks
• You proactively identify opportunities to make systems, processes, and workflows better

Why This Role

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.

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

Perks and benefits

• 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: 
$30.75-$33.65/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.