Piab Group · 4 days ago
Customer Success Representative
Canton, MA
Full-time
Onsite
Entry, Mid Level
2+ years expPiab Group is a global leader in industrial automation, committed to improving productivity and sustainability since 1951. They are seeking a Customer Success Representative who will provide excellent customer service, manage inside sales activities, and coordinate project execution to ensure timely delivery and customer satisfaction.
Industrial AutomationManufacturingRobotics
Hiring Manager
Geetu Anoop
Responsibilities
Identify and assess customer needs to understand their position in the sales process and determine appropriate next steps
Enter and maintain sales orders in the company ERP system, ensuring accuracy of configurations, pricing, and documentation
Respond promptly and professionally to customer inquiries via phone and email, ensuring excellent service standards and a positive customer experience are delivered
Proactively outreach to customers as needed including but not limited to providing order updates & addressing customer issues
Provide product and service information, including basic technical and application guidance, in coordination with sales and engineering
Qualify potential accounts, build sales opportunities, and assist in prospecting efforts to find new customers
Maintain and update customer information, activities, and opportunities in the CRM & other systems
Review new equipment and parts orders, identifying potential concerns and collaborating with sales, engineering, and operations (supply, logistics, finance) to address issues before shipment
Coordinate project timelines from order receipt including monitoring deliverables and milestones with Piab procurement and operations teams
Keep stakeholders informed of project progress, risks, and changes, ensuring alignment across sales, operations, and with customers
Work directly with Area Sales Managers and the engineering team to ensure proposed solutions meet customer application requirements
Collaborate with marketing and sales to support campaigns, product demonstrations, and customer testing as needed
Contribute feedback from customers and projects to improve processes, tools, and customer experience
Qualification
Required
Demonstrated customer support or inside sales experience, ideally in an industrial or technical environment
Experience in project coordination or project management, including setting timelines and tracking deliverables
Proven experience with order entry and managing information in ERP and CRM systems
Strong phone and email communication skills with active listening and a professional, customer‑focused demeanor
Excellent verbal and written communication and presentation skills
Ability to work in a fast‑paced environment, multi‑task, prioritize, and manage time effectively across multiple projects and customers
Highly organized, detail‑oriented, and capable of managing several projects and customer accounts simultaneously
Familiarity with Salesforce or similar CRM tools; experience with prospecting or sales engagement tools is a plus
Strong problem‑solving skills and comfortable troubleshooting issues with limited information
Bachelor's degree preferred; or 2–3+ years of relevant experience in an office‑based role combining customer service/inside sales with project coordination or project management
Preferred
Takes initiative, makes things happen, and accepts responsibility for results
Adheres to company rules and procedures; executes plans with commitment and determination; achieves high‑quality results
Builds and maintains a useful network of internal and external contacts and leverages relationships to achieve objectives
Adaptable and able to respond to different customer and colleague personalities and changing priorities
Company
Piab Group
Piab Group delivers vacuum automation, robotic gripping, and ergonomic lifting solutions for industrial manufacturing.
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase