Voice of the Customer Coordinator: Drive CX & Growth

Fictiv; Schaumburg (IL); On-site; USD 51,000 - 62,000; Full time

Job summary

MISUMI Americas is seeking a VOC Coordinator to translate customer feedback into actionable insights across Customer Experience, Product, Logistics, and Engineering. You will own the end‑to‑end lifecycle of survey feedback, drive root cause analysis, and communicate findings to stakeholders to reduce friction and improve loyalty.

The role emphasizes data analysis (NPS, CSAT, open‑text) and regular VOC reporting, with a focus on closing the feedback loop with customers and driving program

Qualifications

• Bachelor's degree or equivalent practical experience.
• Strong analytical mindset with ability to derive insights from structured data and open text.
• Excellent written and verbal communication; comfortable with customers and senior stakeholders.
• Ability to manage multiple workstreams and follow through to resolution.
• Excel skills: pivot tables, data cleaning, formulas, charts.

Responsibilities

• Ticket management & Qualtrics platform ownership.
• Triage negative‑experience survey responses and assign root cause investigations.
• Ensure 100% response coverage; no feedback goes unaddressed.
• Develop knowledge of customer pain points and guide internal teams.

Skills

Analytical mindset

Written & verbal communication

Excel proficiency

Multi‑tasking & prioritization

Cross‑functional collaboration

Customer experience orientation

Education

Bachelor's degree in Data Analytics, Business, or Communications

Tools

Qualtrics

Sigma

Zendesk / Salesforce / Jira

Job description

MISUMI Americas is seeking a VOC Coordinator to translate customer feedback into actionable insights across Customer Experience, Product, Logistics, and Engineering. You will own the end‑to‑end lifecycle of survey feedback, drive root cause analysis, and communicate findings to stakeholders to reduce friction and improve loyalty.

The role emphasizes data analysis (NPS, CSAT, open‑text) and regular VOC reporting, with a focus on closing the feedback loop with customers and driving program