Customer Success Team

Safeware, Inc • Sandston, VA

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 delivers customer support by managing inquiries, resolving issues, coordinating order fulfillment, and identifying solutions that help customers achieve their objectives. The position is located in Richmond, Virginia.

The specialist manages customer requests and orders from initial inquiry through resolution, communicates proactively about status and delays, and works across internal departments and vendor partners to address complex issues. The role also supports sales activities, maintains accurate customer records, processes orders using Epicor Prophet 21, and contributes to process improvement and physical inventory activities.

Safeware is a safety products distributor and service provider founded in 1979. Its mission is to protect those who protect others, and its stated values are Wisdom, Accountability, Relationships, and Excellence.

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 within 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 resolution.
• Own customer issues from initial inquiry through resolution, ensuring 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 through 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 and proactively manage customer orders to support accuracy, timeliness, and customer satisfaction.
• Maintain 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED