Customer Success Team

Safeware, Inc•Phoenix, AZ

2d•Onsite

About The Position

Safeware, Inc. is seeking a Customer Success Team Specialist to serve as a key partner to customers and outside sales representatives. The role focuses on delivering exceptional customer experiences through proactive management of inquiries, issue resolution, order-fulfillment coordination, and identification of solutions that help customers achieve their objectives. The successful candidate is resourceful, customer-focused, and accountable, with the ability to navigate complex situations, collaborate across departments, and balance competing priorities in a fast-paced environment. The position is located in Phoenix, Arizona. Safeware, Inc. is a safety products distributor and service provider founded in 1979. Its professionals focus on protecting the nation and serving those who serve others. Safeware is headquartered in Lanham, Maryland, and has branches in several locations, including Phoenix, Arizona. The Specialist supports customers and outside sales representatives, manages inquiries and orders, coordinates with internal teams and vendors, maintains customer records, and contributes to process improvements. The role also processes customer orders using Epicor Prophet 21 and assists with annual physical inventory as required.

Requirements

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 and the ability to manage multiple priorities and deadlines simultaneously.
Proficiency with Microsoft Office 365, including Outlook, Word, and Excel.
Ability to prioritize competing customer requests, deadlines, and business needs in a fast-paced environment.
Comfort 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.

Nice To Haves

Customer service or sales support experience in a distribution environment.
Experience using ERP systems such as Epicor Prophet 21.
Bilingual Spanish language skills.

Responsibilities

Serve as a trusted resource for customers and outside sales representatives by providing timely, accurate, and professional support.
Manage inquiries about products, pricing, inventory availability, order status, freight estimates, lead times, rush requests, and claims resolution.
Own customer issues from initial inquiry through resolution, communicating clearly and following through at every stage.
Analyze customer needs and challenges to identify practical solutions that balance customer satisfaction and business objectives.
Source products to meet customer requirements using 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 to resolve complex customer issues and achieve successful outcomes.
Track, monitor, and proactively manage customer orders to ensure accuracy, timeliness, and customer satisfaction.
Maintain accurate, detailed records of customer interactions, transactions, inquiries, and resolutions.
Identify opportunities to improve processes, customer experiences, and operational efficiency.
Adapt to changing customer needs, priorities, and business demands.
Develop and maintain knowledge of Safeware products, services, contracts, and customer markets.
Advocate for customers by coordinating across internal teams to remove obstacles and drive resolution.
Process customer orders using Epicor Prophet 21.
Assist with annual physical inventory as required.
Perform other duties and special projects as assigned.