Customer Success Team

Safeware, Inc•Lanham, MD

11d•Onsite

About The Position

Safeware, Inc. is seeking a Customer Success Team Specialist to serve as a critical partner to customers and the outside sales team. The role delivers customer support by proactively managing inquiries, resolving issues, coordinating order fulfillment, and identifying solutions that help customers achieve their objectives. The successful candidate is resourceful, customer-focused, and accountable, and can navigate complex situations, collaborate across departments, and balance priorities in a fast-paced environment. Strong communication, sound judgment, adaptability, and a commitment to continuous improvement are important. The position is located in Lanham, Maryland.

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 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

Provide timely, accurate, and professional support to customers and outside sales representatives.
Manage inquiries about products, pricing, inventory availability, order status, freight estimates, lead times, rush requests, and claims.
Own customer issues from initial inquiry through resolution, maintaining clear communication and follow-through.
Analyze customer needs and challenges to identify practical solutions that balance customer satisfaction and business objectives.
Source products to meet customer requirements by using existing and potential vendor relationships.
Support outside sales representatives with bid opportunities, quote preparation, and customer account management.
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 promote accuracy, timeliness, and customer satisfaction.
Maintain detailed, accurate 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.