Customer Success Strategist

Safeware, Inc.; United States; On-site; USD 42,000 - 65,000; Full time

Job summary

Safeware, Inc. is seeking a Customer Success Team Specialist in Richmond, VA to partner with customers and the outside sales team to deliver exceptional service. You will proactively manage inquiries, resolve issues, coordinate order fulfillment, and identify solutions that help customers achieve their goals.

The ideal candidate is resourceful, customer-focused, and driven by ownership. You will collaborate across departments, balance priorities, and continuously improve processes and customer

Qualifications

• 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 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
• Customer service or sales support experience within a distribution environment.
• Experience utilizing ERP systems such as Epicor Prophet 21.
• Bilingual Spanish language skills.

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

Communication skills

Customer focus

Organizational skills

Multitasking

Decision making

Proactive problem solving

Team collaboration

Education

High School Diploma or GED

Tools

Epicor Prophet 21

Excel

Outlook

Word

Job description

Safeware, Inc. is seeking a Customer Success Team Specialist in Richmond, VA to partner with customers and the outside sales team to deliver exceptional service. You will proactively manage inquiries, resolve issues, coordinate order fulfillment, and identify solutions that help customers achieve their goals.

The ideal candidate is resourceful, customer-focused, and driven by ownership. You will collaborate across departments, balance priorities, and continuously improve processes and customer