Customer Success Specialist - Cross-Team Support

Safeware Inc; Lanham (MD); On-site; USD 52,000 - 74,000; Full time

Job summary

Safeware, Inc. in Lanham, MD is seeking a Customer Success Team Specialist to serve as a trusted partner to customers and the outside sales team.

You will manage inquiries, resolve issues, coordinate order fulfillment, and identify practical solutions to help customers achieve their objectives. We value resourcefulness, ownership, and strong communication as you navigate complex situations across departments.

Qualifications

• High School Diploma or GED required.
• 2–5 years in customer service or related roles.
• Strong written, verbal, and interpersonal communication skills.
• Proficient in MS Office 365 (Outlook, Word, Excel).
• Ability to manage multiple priorities in a fast-paced environment.
• Preferred: ERP experience with Epicor Prophet 21.
• Bilingual Spanish language skills is a plus.

Responsibilities

• 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.

Skills

Customer service

Account management

Sales support

Organizational skills

Communication skills

MS Office 365

Prioritization

Decision making

Problem solving

Critical thinking

Education

High School Diploma or GED

Tools

Epicor Prophet 21

Job description

Safeware, Inc. in Lanham, MD is seeking a Customer Success Team Specialist to serve as a trusted partner to customers and the outside sales team.

You will manage inquiries, resolve issues, coordinate order fulfillment, and identify practical solutions to help customers achieve their objectives. We value resourcefulness, ownership, and strong communication as you navigate complex situations across departments.