Digital Tools Administrator

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

Mission 

The Customer Care Digital Tools Administrator will oversee and optimize digital tools that enhance customer interactions and streamline processes within the Customer Care department. This role will manage Customer Care processes and optimize tools supporting Electronic Data Interchange (EDI), Vendor Managed Inventory (VMI) program, Conexiom (automated entry of customer PO received as a PDF), and Salesforce Case Management. The supervisor will be responsible for direct customer-facing communication to support and resolve customer requests & escalations, monitoring KPIs driving root cause and counter measures, ensuring continuous improvement, and driving automation initiatives to increase efficiency and customer satisfaction. Additionally, the role involves collaborating with remote Customer Care teams (CCUs) to ensure cohesive use of digital tools and best practices. The role requires a strategic thinker with a strong technical background and a passion for improving customer care processes through technology.

Main Accountabilities

• Oversee the Customer Care administration, process management and optimization of digital tools increasing automation and self-service interactions with Customers for, VMI, Conexiom, EDI and Salesforce Case Management.
• Manage relationships with vendors and service providers for digital tools.
• Ensure seamless integration and functionality of these tools within existing systems, data and Customer Care processes.
• Develop and implement strategies to maximize the efficiency and effectiveness of these tools within the Customer Care team and Voice of the Customer.
• Develop and maintain reports, dashboards, workflows, and other automation
• Monitor and analyze usage to ensure that the system is being used to its fullest potential.
• Develop, document, and maintain operational processes and procedures.
• Conduct root cause corrective action (RCCA) analyses to address any issues or inefficiencies.
• Provide support and training to team members.
• Directly engage with customers to support, resolving requests, and responding to inquiries.
• Identify opportunities to increase automation in customer care processes, reducing manual interventions and improving response times.

Requirements:

• 5+ years of experience in customer care, IT, or a related field, with a focus on digital tools and automation.
• Proven experience with EDI, VMI, Conexiom, and Salesforce Case Management.
• Strong analytical and problem-solving skills, experience in Power BI or equivalent, with the ability to conduct RCCM analyses.
• Excellent communication and interpersonal skills, with the ability to train and support team members.
• Experience managing vendors and working with cross-functional teams.
• Proactive, self-motivated, and able to work independently and as part of a team.
• Knowledge of industry standards and best practices in customer care and digital tools.

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.