Customer Success Team

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

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.

• 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.

• 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…