What are the responsibilities and job description for the Customer Success Associate position at Wauseon Machine & Manufacturing?
Integrion Automation (formally Wauseon Machine) is currently looking for a full-time, onsite Customer Success Associate located in Wauseon, Ohio. The Customer Success Associate plays a key role in delivering exceptional customer experience by supporting the day-to-day operations of the Customer Success Department. This position coordinates customer service requests, service activities, warranty administration, spare parts, and operational documentation while partnering closely with Sales, Service Operations, Applications, Purchasing, Accounting, and Robotics Automation.
The Customer Success Associate helps create positive customer experience by providing timely communication, coordinating service activities, and ensuring customer needs are handled accurately and efficiently.
Core ResponsibilitiesCoordinate customer communications regarding service scheduling, technician visits, service timelines, documentation requests, and ongoing service activities while partnering with Robotics Automation and other internal business units as needed.
Serve as the primary point of contact for customer service requests, warranty inquiries, spare parts requests, and general service support while providing timely communication and follow-up.
Coordinate customer communications regarding service scheduling, technician visits, service timelines, documentation requests, and ongoing service activities.
Process spare parts requests from initial customer inquiry through quotation, purchase order receipt, job creation, customer follow-up, and delivery coordination using HubSpot, JobBOSS, and UKG.
Coordinate warranty requests by gathering documentation, tracking progress, communicating with customers, and facilitating internal handoffs for timely resolution.
Enter and maintain accurate customer records, service opportunities, quotations, purchase orders, work orders, and operational documentation within HubSpot and JobBOSS.
Support service job closeout by coordinating customer signoffs, verifying documentation, tracking invoicing readiness, and assisting Accounting with billing preparation.
Maintain service dashboards, reports, workflows, templates, and operational tracking tools to support departmental performance and continuous improvement.
Assist with onboarding new service customers, maintaining customer contact information, scheduling meetings, and supporting other departmental administrative activities.
Identify customer needs and route service or sales opportunities to the appropriate internal teams while promoting a responsive, professional, and positive customer experience.
Preferred Qualifications2-4 years of experience in customer service, administrative support, sales support, service
coordination, or a related field preferred.
Experience in manufacturing, industrial automation, field service, or a technical environment is a
plus, but not required.
Experience using CRM and ERP systems is preferred; HubSpot and JobBOSS experience is a plus.
Proficiency with Microsoft Office, including Excel, Word, Outlook, PowerPoint, and Teams.
Strong verbal and written communication skills.
Excellent organizational skills and attention to detail.
Ability to manage multiple priorities in a fast-paced environment while maintaining a high level of
customer service.
A positive attitude, willingness to learn, and ability to work collaboratively across multiple d
departments.