WE ARE GROWING!

When you work with Industrial Physics, you’ll be providing solutions for some of the most recognizable brands on the planet.

But what exactly is it that we do? Essentially, we protect the integrity of manufacturers, production lines, and laboratories across the world. And we do this through the development of trusted test and inspection solutions that ensure the quality of packaging, materials, and products. In fact, it’s very likely that many of your favorite products – the ones you depend upon every day – will have been tested using our equipment. We are the global leader in packaging and product integrity testing equipment, and our team covers industries including Food & Beverage, Flexible Packaging, Paints & Coatings, and various Industrial end markets.

This position is open only to candidates who are legally authorized to work in the United States without the need for employer sponsorship, now or in the future. We do not offer visa sponsorship for this position.

The Customer Success Manager I plays a central role in ensuring a smooth, responsive, and customer-focused service experience. This position manages the flow of incoming service requests, prepares accurate service quotations, maintains proactive communication with customers, and coordinates closely with the dispatching team to ensure timely scheduling of work. The ideal candidate is organized, detail-oriented, and comfortable balancing customer interaction with administrative precision.

Role Capabilities:

This role requires strong service administration and coordination skills to support incoming service requests and quotation activities. The position is responsible for accurately reviewing and processing service inquiries, preparing timely and complete service quotations, and maintaining clear, consistent communication with customers throughout the request and approval process. The role involves managing multiple priorities simultaneously while adhering to established processes, documentation standards, and service timelines. Regular coordination with internal teams, including Dispatching and Service Management, is required to ensure service requests are fully prepared for scheduling and execution.

Key Responsibilities:

· Process Incoming Service Requests

· Receive, review, and log customer inquiries into Salesforce cases.

· Gather necessary details to determine service needs and urgency.

· Prepare and Deliver Service Quotes

· Generate accurate service estimates based on established pricing, scope, and requirements.

· Communicate quotes to customers clearly and professionally, addressing questions as needed.

· Customer Follow-Up and Communication

· Track open quotes and follow up with customers to confirm approval or clarify outstanding details.

· Provide updates on service status and ensure a positive customer experience throughout the process.

· Coordinate with Dispatching Team

· Transfer approved service requests and all relevant documentation to the dispatching team.

· Ensure all information is complete, accurate, and ready for scheduling.

· Collaborate with dispatchers to resolve any missing details or scheduling constraints.

· Administrative and Operational Support

· Maintain accurate records of customer interactions, quotes, and service requests.

· Assist with process improvements to enhance service efficiency and customer satisfaction.

Location:

This position reports to the Regional Service Manager and may be hybrid or fully remote, depending on business needs.

 Essential Requirements:

· High school diploma or equivalent required; an associate’s degree or higher is strongly preferred.

· 2+ years of experience in service administration is preferred. Experience supporting a field-based team is an advantage.

· Advanced proficiency in Microsoft Office Suite (especially Excel for data management and reporting) or Google Workspace.

· Strong working knowledge of CRM software (e.g., Salesforce, HubSpot).

· Experience with ERP systems for order entry is highly desirable.