Customer Support Specialist- Manufacturing-US Shift

List at least two comparative wins for this role over another that someone might consider. Example follows.

Opportunity To Unlock Your Creativity
Think of all the times you were held back from trying new ideas because you were boxed in by bureaucratic legacy processes or old school tactics. Having a growth mindset is deeply ingrained into our company culture since day 1 so Fictiv is an environment where you have the creative liberty and support of the team to try big bold ideas to achieve our sales and customer goals.

Opportunity To Grow Your Career
There are plenty of sales jobs out there. The question is whether any of them will help you grow in your career? Will you be challenged by teammates to achieve your potential? Or are they roles that will ask you to do more of what you've already mastered. At Fictiv, you'll be surrounded by supportive teammates who will push you to be your best through their curiosity and passion.

At Fictiv, we’re building a company that is developing the operating system for sourcing custom mechanical parts. We already enjoy manufacturing and delivering highly complex, high quality parts for our Fortune 500 customers who are building the future with products like autonomous electric vehicles, surgical systems, and industrial robots. As we scale our business, we are looking to expand our growth within India.

In your role as Customer Support Specialist, you will be working directly with our US based customers, you’ll be using your agility, problem solving skills and customer service advocacy, to help Fictiv deliver a world class customer experience throughout their product development journey. You will collaborate with the cross functional team to address customer inquiries, resolve issues and help manage customer projects end to end. You will support multiple customers across multiple production orders being fulfilled in different regions of the world.

You will report to the Director of Program Management.

• Customer Management: Work directly with our customers to ensure a seamless and high quality experience. Nurture relationships and resolve issues to help grow our customer base.
• Case management: Concurrently manage multiple orders with customers and the internal operations teams. Prioritise and resolve top user requests to address their product development needs, and meet customer expectations for timing and quality. 
• Collaboration: Collaborate with sales and the manufacturing operations team to ensure successful delivery to the customer and advocate on their behalf - through the project lifecycle including post delivery exceptions.
• Communication: Gather, interpret, and relay engineering, design, manufacturing and logistics requirements between customers and Fictiv teams.
• Continuous Improvement: Identifying areas of improvement and collaborate with the cross functional team to prioritise and define solutions to increase our efficiency.

• Minimum 3 years of relevant experience in a fast paced operations environment with a customer service focus, ideally within a manufacturing company.
• Proven experience working directly with US based customers, holding the customer’s best interests at heart.
• Outstanding skills in communication and empathy. You know what to say and when to say it, whether online or over the phone. You are clear, concise, and direct, while also being extremely personable.
• Fluent in written and spoken English, experience working in multinational environments.
• Accountability, you say what we do and do what we say.
• Previous experience working in night shift working during US business hours.
• Basic project management knowledge: scope, timing and quality.
• Basic operations knowledge: logistics, RMAs, change requests, invoicing.
• Self-starter, manages time efficiently, able to complete tasks in a timely manner with a given prioritisation framework.
• Eager to learn about the manufacturing ecosystem and the New Product Development process.
• Ability to work one of the following overnight shifts: 6am-2pm Pacific Time (Mon-Fri) 9am-5pm Pacific Time (Mon-Fri)

• Transportation facilities will be available
• Canteen facility will be available
• Safe working environment  

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