Voice of the Customer

The role

The Voice of Customer (VOC) Coordinator translates customer feedback into actionable business intelligence. This person manages the end-to-end lifecycle of customer survey feedback, from intake and triage to root cause investigation and customer follow-up.

What you will do

• Serve as an administrator and subject-matter expert for the Qualtrics survey and ticketing platform.
• Review, digest, and triage inbound negative-experience survey responses.
• Manage all new and existing tickets to ensure 100% response coverage.
• Apply consistent, standardized topic tags to all open-text survey comments.
• Collaborate with teams across Customer Service, Product, Online Merchandising, Logistics, and Engineering to investigate customer pain points.
• Conduct outbound customer follow-up via email or phone.
• Perform quantitative and qualitative analysis of customer experience data including NPS and CSAT.
• Identify and surface trends and emerging issues through regular reporting.
• Support the production of monthly and ad hoc VOC reports and dashboards.
• Proactively identify inefficiencies in VOC team workflows and propose improvements.

Required qualifications

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

Nice to have

• 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

About the company

MISUMI Americas, a division of MISUMI Group, is a leading provider of standard, configurable, and custom manufacturing solutions. The company serves as a vital partner for the most innovative companies in the Americas.