Customer Success Specialist — Ownership & Solutions

Safeware, Inc; Highland Springs (VA); On-site; USD 45,000 - 65,000; Full time

Job summary

Safeware, Inc. in Richmond, VA seeks a Customer Success Team Specialist to partner with customers and the outside sales team, delivering exceptional support and coordinating order fulfillment. You will manage inquiries, resolve issues, source products, and drive customer satisfaction across departments.

The role requires strong communication, ownership, and a proactive approach, with Epicor Prophet 21 experience and preferred bilingual Spanish skills.

Qualifications

• 2-5 years in customer service or related roles.
• Exceptional written, verbal, and interpersonal communication.
• Strong organizational skills with multi-priority handling.
• Proficiency with Microsoft Office 365 (Outlook, Word, Excel).
• Ability to prioritize requests and manage expectations in a fast-paced environment.
• ERP experience (Epicor Prophet 21) a plus.
• Bilingual Spanish is preferred.

Responsibilities

• Serve as a trusted resource for customers and outside sales reps with timely, accurate support.
• Manage inquiries related to products, pricing, inventory, orders, freight, lead times, and claims.
• Own customer issues from inquiry to resolution with clear communication.
• Collaborate across Purchasing, Operations, Accounting, Vendor Partners, and Sales.
• Track and proactively manage orders for accuracy and on-time delivery.
• Maintain detailed records of interactions and resolutions.
• Assist with bid opportunities, quotes, and customer account management.
• Utilize Epicor Prophet 21 for order processing and inventory checks.
• Identify process improvements to enhance customer experience and efficiency.

Skills

Customer service

Account management

Sales support

Communication skills

MS Office 365

Prioritization

Education

High School Diploma or GED

Tools

Epicor Prophet 21

Job description

Safeware, Inc. in Richmond, VA seeks a Customer Success Team Specialist to partner with customers and the outside sales team, delivering exceptional support and coordinating order fulfillment. You will manage inquiries, resolve issues, source products, and drive customer satisfaction across departments.

The role requires strong communication, ownership, and a proactive approach, with Epicor Prophet 21 experience and preferred bilingual Spanish skills.