Digital Tools Administrator at Mersen USA EP Corp - Newburyport, MA
Newburyport, MA 01950
About the Job
BE PART OF THE FAMILY
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.