Voice of the Customer

About MISUMI Americas 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. About MISUMI | Fictiv: 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. Impact in this Role The Voice of Customer (VOC) Coordinator plays a central role in translating customer feedback into actionable business intelligence. Working at the intersection of customer experience, data analysis, and cross-functional collaboration, this individual owns the end-to-end lifecycle of customer survey feedback — from initial intake and triage through root cause investigation, cross-departmental engagement, and direct customer follow-up. The VOC Coordinator is responsible for ensuring that every piece of customer feedback is heard, categorized, and acted upon, and that the insights derived from that feedback are clearly communicated to the business to drive continuous improvement in both front-end and back-end processes. This role is critical to our customer obsession strategy. The VOC Coordinator serves as the voice of the customer inside the organization — connecting recurring pain points to root causes and advocating for improvements that reduce friction, build loyalty, and support long-term business growth. Areas of Responsibility: Ticket Management & Qualtrics Platform Ownership • Serve as an administrator and subject-matter expert for the Qualtrics survey and ticketing platform. • Review, digest, and triage all inbound negative-experience survey responses, assigning tickets to the appropriate departments for root cause investigation and immediate resolution. • Manage all new and existing tickets to ensure 100% response coverage — no feedback goes unaddressed. • Develop and maintain a working knowledge of common customer pain points to become the team's internal knowledge leader on recurring experience themes. Feedback Tagging & Categorization • Apply consistent, standardized topic tags to all open-text survey comments to enable structured, repeatable analysis • Maintain and evolve the tagging taxonomy as new themes emerge, ensuring categorization remains accurate and analytically useful. Cross-Functional Root Cause Analysis • Collaborate with teams across Customer Service, Product, Online Merchandising, Logistics, Engineering, and other departments to investigate complex or systemic customer pain points. • Help connect patterns in customer feedback to underlying process or system failures, distinguishing between short-term tactical fixes and longer-term structural improvements. • Participate in cross-functional review meetings to present findings and support departments in developing corrective and preventive action plans. Closing the Feedback Loop with Customers • Conduct outbound customer follow-up via email or phone to acknowledge feedback, communicate the steps being taken to address concerns, and reduce the risk of customer churn. • Represent the company with professionalism