Customer Success Specialist — Proactive Support & Solutions

Safeware, Inc.; Lanham (MD); On-site; USD 55,000 - 75,000; Full time

Job summary

Safeware, Inc. in Lanham, MD is seeking a Customer Success Team Specialist to partner with customers and the outside sales team to deliver exceptional service. You will proactively manage inquiries, coordinate orders, and help customers achieve their goals while balancing multiple priorities.

Key duties include tracking orders, resolving issues across Purchasing, Operations, Accounting and Sales, and maintaining detailed records. A strong communicator with ownership mindset thrives here.

Qualifications

• High School Diploma or GED.
• 2-5 years 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.
• Proficiency with Microsoft Office 365, including Outlook, Word, and Excel.

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

Distribution

Customer-facing

Education

High School Diploma or GED

Tools

Microsoft Office 365 (Outlook, Word, Excel)

Job description

Safeware, Inc. in Lanham, MD is seeking a Customer Success Team Specialist to partner with customers and the outside sales team to deliver exceptional service. You will proactively manage inquiries, coordinate orders, and help customers achieve their goals while balancing multiple priorities.

Key duties include tracking orders, resolving issues across Purchasing, Operations, Accounting and Sales, and maintaining detailed records. A strong communicator with ownership mindset thrives here.