Customer Success Team Manager

Safeware, Inc•Lanham, MD

15d•$90,000 - $110,000•Onsite

About The Position

Safeware is seeking an experienced Customer Success Team Manager to lead the customer service representatives (CSRs) based at its Lanham corporate office. This is a hands-on leadership role in distribution serving government, public safety, and commercial customers. The manager works alongside the team to support customers and outside sales representatives, manage daily priorities, resolve problems, and keep quotes and orders moving. CSRs support ongoing customer relationships and complex requests involving product sourcing, pricing, order processing, supplier follow-up, delivery coordination, and issue resolution. This is not a call center operation. The manager must understand distribution workflows, provide practical day-to-day guidance, and preserve the personal service customers expect. The role oversees team performance and development, customer and sales support, order execution and coordination, and operational improvements. The manager works with departments across the business, reinforces service standards, and communicates risks and support needs. The position is on site at Safeware’s Lanham, Maryland corporate office and reports to the Vice President of Customer Success.

Requirements

Experience in business-to-business distribution customer service, inside sales support, or branch customer operations, including direct supervision of employees.
Ability to coach employees, manage performance, balance workloads, and actively assist with daily customer and order work.
Working knowledge of product sourcing, quotations, sales orders, supplier purchase orders, lead times, drop shipments, returns, and order-to-delivery follow-up.
Experience using an ERP system for customer and order transactions.
Proficiency with Microsoft 365, including Outlook and Excel.
Strong communication, organization, attention to detail, and problem-solving skills.
Sound judgment when balancing customer needs and business requirements.
High school diploma or equivalent.
Practical commuting distance to Lanham, Maryland, and ability to work on site consistently; candidates should consider typical rush-hour travel to the corporate office.

Nice To Haves

Experience in safety products, industrial supplies, public safety equipment, or a comparable distribution business.
Experience with Epicor Prophet 21.
Experience supporting outside sales representatives, government customers, or complex customer accounts.

Responsibilities

Manage daily work assignments, priorities, staffing, and coverage so customer requests receive timely attention and outstanding work has clear ownership.
Coach CSRs through customer requests, system questions, and operational problems; assist with quoting, orders, follow-up, and escalations when needed.
Lead hiring, onboarding, cross-training, regular one-on-one meetings, performance reviews, and corrective action in partnership with leadership and HR.
Set clear expectations, address performance concerns promptly, and build a team that shares knowledge and supports one another.
Oversee product inquiries, sourcing, pricing requests, quotes, bids, order entry, freight questions, rush requests, returns, and claims.
Ensure customers and sales representatives receive accurate information, proactive updates, and consistent follow-through through resolution.
Personally guide complex requests and escalated issues while developing CSRs’ judgment and skills.
Oversee order accuracy, documentation, supplier confirmations, expected ship dates, and follow-up on open orders, including drop shipments.
Coordinate with Purchasing, Pricing, Contracts, Accounting, Sales, Warehouse, and Technical Services to resolve delays, pricing discrepancies, billing issues, and fulfillment problems.
Ensure supplier requests and purchase order activities assigned to CST follow established procedures, with complete records and clear departmental handoffs.
Reinforce service standards, including Safeware’s one-hour response guideline, accurate transactions, and proactive management of open work.
Review available reports, work queues, and team feedback to identify aging requests, uneven workloads, service gaps, and recurring errors.
Use performance data and direct observation to coach the team and help improve visibility into outstanding work and completion.
Implement practical process improvements, support adoption of approved tools, and maintain current work instructions with appropriate partners.
Communicate risks and support needs early; model company policies, safety expectations, and professional conduct.
Assist with annual physical inventory as required.