Customer Success Team

Key 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.

Qualifications

• A 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.

Success Factors

• A strong sense of ownership and accountability for customer outcomes.
• Sound judgment and critical-thinking skills when solving problems and making decisions.
• The ability to work independently while collaborating effectively across teams.
• A proactive approach to identifying issues, removing obstacles, and driving solutions.
• Adaptability and resilience in a fast-paced, changing environment.
• A commitment to continuous learning and professional growth.
• A customer-first mindset focused on building trust and long-term relationships.
• A leadership mentality, regardless of title, by taking initiative, influencing positive outcomes, and contributing to team success.