Customer Success Team

Job Description

Job Description

Customer Success Team Specialist

Position Summary

Safeware, Inc. is seeking a Customer Success Team Specialist to serve as a critical partner to our customers and outside sales team. This role is responsible for delivering exceptional customer experiences by proactively managing customer inquiries, resolving issues, coordinating order fulfillment, and identifying solutions that help customers achieve their objectives.

The ideal candidate is resourceful, customer-focused, and driven by a strong sense of ownership. They are comfortable navigating complex situations, collaborating across departments, and balancing multiple priorities in a fast-paced environment. Success in this role requires strong communication skills, sound judgment, adaptability, and a commitment to continuous improvement.

This position is located in Richmond, VA

About Safeware

Safeware, Inc. is a safety products distributor and service provider. Founded in 1979, Safeware has been providing public safety products to our nation’s heroes for over 40 years. Our company is built upon a foundation of dedicated professionals whose expertise and passion focus on protecting our nation and serving those who serve others.

Safeware is headquartered in Lanham, MD, just outside of Washington, DC, with branches in Philadelphia, PA, Richmond, VA, Denver, CO, Gainesville, GA, Columbia, MD, Phoenix, AZ, Miami, FL, and Nashville, TN.

Key Responsibilities

· Serve as a trusted resource for customers and outside sales representatives by providing timely, accurate, and professional support.

· Manage customer inquiries related to products, pricing, inventory availability, order status, freight estimates, lead times, rush requests, and claims resolution.

· Take ownership of customer issues from initial inquiry through resolution, ensuring clear communication and follow-through at every stage.

· Analyze customer needs and challenges to identify practical solutions while balancing customer satisfaction and business objectives.

· Source products to meet customer requirements by leveraging existing and potential vendor relationships.

· Support outside sales representatives with bid opportunities, quote preparation, and customer account management activities.

· Collaborate with Purchasing, Operations, Accounting, Vendor Partners, and Sales teams to resolve complex customer issues and ensure successful outcomes.

· Track, monitor, and proactively manage customer orders to ensure accuracy, timeliness, and customer satisfaction.

· Maintain detailed and accurate records of customer interactions, transactions, inquiries, and resolutions.

· Identify opportunities to improve processes, enhance customer experiences, and increase operational efficiency.

· Demonstrate flexibility and adaptability in responding to changing customer needs, priorities, and business demands.

· Develop and maintain knowledge of Safeware products, services, contracts, and customer markets.

· Serve as an advocate for customers by coordinating across internal teams to remove obstacles and drive resolution.

· Process customer orders utilizing Epicor Prophet 21.

· Assist with annual physical inventory as required.

· Perform other duties and special projects as assigned.

Qualifications

Required

· High School Diploma or GED.

· 2-5 years of experience in customer service, account management, sales support, distribution, or another customer-facing role.

· Exceptional written, verbal, and interpersonal communication skills.

· Strong organizational skills with the ability to manage multiple priorities and deadlines simultaneously.

· Proficiency with Microsoft Office 365, including Outlook, Word, and Excel.

· Ability to effectively prioritize competing customer requests, deadlines, and business needs in a fast-paced environment

· Comfortable making informed decisions and moving work forward when all information is not immediately available

· Ability to proactively communicate status updates and manage customer expectations during delays, backorders, and issue resolution

Preferred

· Customer service or sales support experience within a distribution environment.

· Experience utilizing ERP systems such as Epicor Prophet 21.

· Bilingual Spanish language skills.

Success Factors

The successful candidate will demonstrate:

· A strong sense of ownership and accountability for customer outcomes.

· Sound judgment and critical-thinking skills when solving problems and making decisions.

· The ability to work independently while collaborating effectively across teams.

· A proactive approach to identifying issues, removing obstacles, and driving solutions.

· Adaptability and resilience in a fast-paced, changing environment.

· A commitment to continuous learning and professional growth.

· A customer-first mindset focused on building trust and long-term relationships.

· A leadership mentality, regardless of title, by taking initiative, influencing positive outcomes, and contributing to team success.

Why Join Safeware?

At Safeware, our mission is to protect those who protect others. We value Wisdom, Accountability, Relationships, and Excellence, and we seek team members who embody these values in their daily work. You'll join a collaborative team environment where your contributions directly impact customer success and company growth.

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