Customer Care Operations Project Coordinator (Contract)

Mersen is a global expert in electrical specialties and advanced materials for high-tech industries.

Present in 33 countries with 50 industrial sites and 18 R&D centres, Mersen develops custom solutions and supplies key products to meet the new technological challenges that will shape tomorrow's world.

For more than 130 years, Mersen has been constantly innovating to support and satisfy its customers' needs with the same high standards.

Be it in wind power, solar power, electronics, electric vehicles, aeronautics, space or countless other sectors, wherever technology is progressing, you will always find a bit of Mersen.

WHY JOIN US?

At Mersen, we will welcome you from the start. Your colleagues and supervisor will ensure that you quickly integrate into the team, feel comfortable, receive relevant knowledge and can quickly identify with the company. 

Moreover, we offer you:

• An open company culture: a collegial team spirit
• Shared values and ethics
• An empowering work environment, focused on excellence and innovation
• Support with training and accreditation courses
• Ability to work from home 2 days per week, 3 days in Newburyport, MA Office

Customer Care Operations Project Coordinator (6-Month Contract).

Duration: 6 months
Level: Mid-level individual contributor

Summary:
This temporary role will provide operational, analytical, and project coordination support to the North American Customer Care Unit (CCU) during a critical staffing transition. The Coordinator will ensure continuity of key customer initiatives, maintain accuracy of internal and external reporting, and support CCU team members with strategic and process-improvement work.

Key Responsibilities:

• Track and monitor progress of key customer initiatives, monitor customer large order files & internal updates, coordinate internal key initiatives, and strategic programs across North America.
• Prepare analytics, performance summaries, and status updates for weekly and monthly customer and internal stakeholder reporting.
• Support and coordinate ad hoc customer project tracking, escalations, and cross-functional communication.
• Partner with CCU team members to implement strategic initiatives such as document retention, process alignment, and performance tracking.
• Create, update, and maintain CCU work instructions, ensuring clarity, accuracy, and alignment with current processes.
• Maintain project documentation, track milestones, identify risks, and communicate progress proactively.
• Serve as a communication link between CCU, operations, commercial, logistics, and other internal teams.

Ideal Background:

• Experience in customer service operations or project coordination
• Strong analytical skills and ability to prepare clear reports or dashboards
• Excellent communication and organizational skills
• Ability to manage multiple priorities in a fast-paced environment
• Familiarity with process documentation or work instruction creation is a plus

Summary of Skills

• Excellent communication skills (clear, concise, and confident verbal and written communication across all levels of the organization)
• Strong organizational and time-management abilities, with proven capability to coordinate multiple priorities and deadlines
• Advanced Microsoft Excel skills, including pivot tables, v-lookups, data modeling, and Power Query for data transformation
• Proficiency in PowerPoint, with ability to create polished customer-ready and leadership-ready presentations
• Experience with Microsoft Project or similar project management tools (highly preferred)
• Solid analytical skills with the ability to translate data into insights and actionable recommendations
• Strong attention to detail and accuracy in reporting and documentation
• Ability to quickly learn new systems, processes, and tools in a fast-paced environment
• Demonstrated ability to work independently and collaborate cross-functionally with operations, commercial, logistics, and customer care teams

The expected wage for this position is between $25 and $35 per hour.  This range represents a good faith estimate for the position and actual compensation will be based on numerous factors including knowledge, location, skills, training and experience.  Mersen will not offer sponsorship or take over sponsorship of an employment visa for this position at this time. 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. The job titles do not mean the male variant but stand for the gender-neutral designation of the profession according to wikipedia. People are welcome regardless of gender, origin, sexual orientation, and religion.