Customer Success Associate

Overview

Are you a relationship builder who thrives in a fast-paced environment?
CELINA is looking for a Customer Success Associate to join our growing team. In this role, you’ll manage key client relationships, drive revenue growth, and ensure the successful delivery of products and services that exceed customer expectations. This position combines customer service excellence with strategic account management — perfect for someone who enjoys solving problems, collaborating cross-functionally, and seeing projects through from start to finish.

Location:

Celina, OH (Onsite)

Hours:

8 AM - 5 PM

• Customer Relationship & Account Management:
  Manage client relationships and serve as a primary point of contact for order-related inquiries.
• Ensure timely and successful delivery of products aligned to customer needs and expectations.
• Support customer online experience and coordinate with Marketing as needed.
• Develop and maintain strong relationships with purchasing and customer contacts.
• Generate new revenue streams across product lines by identifying opportunities within existing accounts.

• Order Lifecycle Communication & Fulfillment Support:
  Provide order status updates, including production progress and delivery timelines.
• Communicate lead times and delivery expectations clearly and proactively.
• Manage customer changes, requests, or issues during fulfillment.
• Coordinate with Production, Supply Chain, and Logistics through defined communication channels to resolve bottlenecks or confirm scheduling.
• Investigate and resolve customer problems related to deliveries, quality, or service concerns.

• Returns, Warranty, and Issue Escalation:
  Handle warranty questions and basic return requests; collaborate with Sales Support for more complex returns or claims.
• Escalate internal issues following the established escalation process to ensure timely resolution.

• Sales & Administrative Support:
  Prepare quotes, pricing, and order confirmations; follow up on outstanding quotes.
• Estimate delivery dates based on production and logistics schedules.
• Enter customer and order data accurately into business systems.
• Prepare presentations, reports, and participate in meetings and events.
• Provide customers with tracking information, invoices, statements, samples, and other documentation as needed.
• Support collection efforts on delinquent accounts when necessary.

• Print Market Responsibilities (If Assigned):
  Serve as lead sales contact for printed custom orders.
• Manage print jobs from initial inquiry through delivery (80% sales / 20% design).
• Provide accurate renderings, quotations, and artwork requirements.
• Work with the Art team to develop customer-ready designs.

• What You’ll Bring:
  The qualifications for a Customer Service Specialist position typically include a combination of education, experience, and specific skills.
• Associate degree (A.
  
  A.) or equivalent from two-year college or technical school
• Six months to one-year related experience and/or training; or equivalent combination of education and experience.
• Demonstrated success in managing and growing customer accounts, preferably in a B2B environment
• Must be proficient in Microsoft Office (Outlook, Word, Excel, etc.)
• Demonstrates strong listening, written and oral communication skills
• Attention to detail, organized, and highly self-motivated with a teamwork attitude is a must
• Be adaptable and dependable with excellent attendance
• Handles routine customer inquiries, order updates, and basic issue resolution with close guidance.
• Follows established processes and scripts while developing foundational product and system knowledge.
• Escalates complex customer issues to Specialists or Senior team members as needed.
• Supports day-to-day administrative tasks and data entry with accuracy and timeliness.

• Why Join CELINA? CELINA is a small business specializing in the manufacture and distribution of welded fabric products including tarps, shelters, and ducting for military, commercial, humanitarian, and industrial use. With worldwide manufacturing and distribution centers, CELINA is a global presence in the fabric shelters market. The CELINA team manages programs by leveraging strong supplier relationships and subject matter expertise to develop solutions that exceed customer requirements.

At CELINA, we’re a team of problem-solvers, innovators, and partners committed to helping our customers succeed. You’ll enjoy a collaborative work culture, opportunities for growth, and the chance to represent a brand known for quality and reliability.

• Competitive Base Salary
• Annual Bonus Potential
• Paid Time Off & Holiday Pay
• Comprehensive benefits package including medical, dental, and vision coverage
• 401(k) Retirement plan with company match

We thank all applicants for their interest in joining our team; however, only those selected for an interview will be contacted.

CELINA is an equal opportunity employer.