Voice Customer

Voice of the Customer

Schaumburg, IL

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.

• Ticket Management & Qualtrics Platform Ownership
• Feedback Tagging & Categorization
• Cross-Functional Root Cause Analysis
• Closing the Feedback Loop with Customers
• Data Analysis & Reporting
• Program Process Improvement

• Bachelor's degree in Data Analytics, Business, Communications, or a related field — or equivalent practical experience.
• Strong analytical mindset with the ability to draw meaningful conclusions from both structured data and unstructured text.
• Excellent written and verbal communication skills; comfortable engaging directly with customers and with senior internal stakeholders.
• Demonstrated ability to manage multiple work streams, prioritize effectively, and follow through to resolution.
• Proficiency with Microsoft Excel (pivot tables, data cleaning, formulas, and chart creation).
• Collaborative working style with a track record of building productive relationships across departments.

• Hands-on experience with Qualtrics (survey design, ticketing workflows, dashboard & dataset configuration, or XM administration).
• Familiarity with Sigma or a comparable business intelligence / data visualization tool.
• Prior experience working within a ticketing or case-management system (e.g., Zendesk, Salesforce Service Cloud, Jira).
• Background in B2B manufacturing a plus
• Background in customer experience, customer service, or a VOC/NPS program.
• Exposure to e-commerce operations, order management, or supply chain environments — helpful context for understanding the types of pain points this role will encounter.

Physical Demands

• Sitting for extended periods of time
• Using a computer to execute core role functions

The compensation range for this position is $51,000 - $62,000 USD annually

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.
• Help us continue to build a world-class organization that values the contributions of all of our teammates

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.