Customer Service Representative 1

Mersen; Newburyport (MA); Hybrid; USD 36,000 - 39,000; Full time

Benefits offered by this job

Open company culture

Shared values and ethics

Empowering work environment

Training and accreditation courses

Hybrid Schedule with 2 days remote

Job summary

Mersen is a global expert in electrical specialties and advanced materials, with a strong presence in Newburyport, MA. This role supports customer service and sales, providing sales, marketing, product and logistics support to subsidiaries and domestic distributors.

You will assist customers with inquiries, ensure timely production information, coordinate with CCU teams, and uphold corporate policies while working in a hybrid setup with some remote work.

Qualifications

• 2–3 years of customer service experience.
• High school diploma or equivalent.
• Excellent written and verbal English communication; able to handle a heavy workload.

Responsibilities

• Assist customers with price, availability, shipments, and quality concerns.
• Provide production timing to customers and follow up on commitments.
• Assist with shipment errors and issue RMAs to obtain credits.
• Resolve pricing issues and release order holds when conditions are met.
• Coordinate with Newburyport and Juarez CCU teams for emails and phone queues.
• Ensure compliance with corporate policies for sales and order processing.
• Report to the Newburyport office at least 3 days per week; may work from home 2 days.

Skills

Customer Service

Teamwork

Communication

English Fluency

Organizational Skills

Education

High School Diploma or Equivalent

Tools

Order Processing Systems

Job description

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

Present in 32 countries with 50 industrial sites and 24 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
• Hybrid Schedule, work from home 2 days per week, 3 days per week in Newburyport Office

Mission

In this role you will be part of the customer service and sales team and relied upon to provide sales, marketing, product, and logistical support services for Mersen subsidiaries and for domestic distributors.

• Assist customers with any questions/issues including but not limited to price, availability, shipment information, quality concerns, account reconciliation, delivery concerns, etc.
• Provide production timing to our customers/representatives. Follow up to ensure commitments are fulfilled or customers are informed of reschedules
• Assist customers with shipment errors such as shortages or wrong goods shipped, to issue RMA’s when necessary and assist obtain credits when necessary
• Resolve / report any pricing issues. Releases order holds after all conditions have been satisfied
• Work collaboratively with Both Newburyport and Juarez CCU team to ensure group phone queues and group email box are addressed in a timely fashion
• Ensures all corporate policies and procedures regarding sales and order processing are being complied with
• Will report to the Newburyport office at least 3 days per week, may work from home 2 days per week.

Required Skills

• 2-3 years of Customer Service experience
• High School Diploma or Equivalent
• Superior administration and organizational skills
• Ability to work well in a team environment
• A professional, positive, and enthusiastic attitude
• Sound grasp of technical requirements associated with a computerized Information/order processing systems and equipment
• Must be able to handle a heavy workload and to withstand pressure
• Excellent written and verbal communications skills including the ability to speak and write fluently in English

The expected wage for this position is between $26 and $28 per hour and will be eligible for incentive pay. 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.