Voice of the Customer

Voice of the Customer Schaumburg, ILMISUMI 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 Feedback Tagging & Categorization Cross-Functional Root Cause Analysis Closing the Feedback Loop with Customers Data Analysis & Reporting Program Process Improvement Desired Traits: Required 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 workstreams, 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. Preferred /