Digital Tools Administrator

1 month ago

Newburyport, Massachusetts, United States Mersen Full time
About Mersen

Mersen is a global leader in electrical specialties and advanced materials for high-tech industries. With a presence in 33 countries and 50 industrial sites, we develop custom solutions and supply key products to meet the evolving needs of our customers.

Job Summary

We are seeking a highly skilled Digital Tools Administrator to join our Customer Care team. As a key member of our team, you will be responsible for overseeing and optimizing digital tools that enhance customer interactions and streamline processes. This role requires a strategic thinker with a strong technical background and a passion for improving customer care processes through technology.

Main Responsibilities
  • Oversee the administration, process management, and optimization of digital tools, including EDI, VMI, Conexiom, 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, resolve requests, and respond to inquiries.
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.
What We Offer

We offer a dynamic and inclusive work environment, with opportunities for growth and development. Our team is passionate about delivering exceptional customer experiences, and we are committed to supporting our employees in achieving their goals.

We are an equal opportunities employer and welcome applications from diverse candidates. 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.

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