Customer Success Team (CST) - Federal Government Team

Key Responsibilities

• Respond to inbound customer inquiries via phone and email regarding product availability, pricing, order status, tracking, and lead times.
• Process customer orders and maintain accurate records in Epicor Prophet 21.
• Track and manage orders from quote to delivery, ensuring timely updates and resolution of issues.
• Provide freight estimates, rush requests, and coordinate solutions to meet required delivery timelines.
• Source products through existing and new vendors to meet customer needs.
• Support the Federal Sales team with new bid opportunities and assist in preparing and submitting pricing quotes.
• Search for and monitor opportunities across federal bidding platforms such as GSA eBuy, SAM.gov, Unison, and other bid boards.
• Aid in managing sales accounts, including prime vendors and end users within the Department of Defense and other federal agencies.
• Collaborate with the Contracts team to review solicitations, terms and conditions, and required documentation to ensure compliance.
• Work with Vendor Relations to obtain DORs (Dealer of Record), special pricing, and other vendor communications.
• Learn and apply knowledge of federal contract vehicles to ensure sales align with appropriate agreements.
• Ensure all transactions comply with federal regulations, including TAA (Trade Agreements Act) and Berry Amendment requirements.
• Understand and adhere to requirements for handling sensitive government security information.
• Support internal teams and customers in understanding contract terms and proper usage.

Qualifications

• A high school diploma or GED, with additional education preferred.
• One or more years of customer service experience in a fast-paced environment (distribution experience preferred).
• A strong attention to detail, especially in compliance-driven environments.
• Excellent written, verbal, and interpersonal communication skills.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• The ability to manage multiple priorities and meet deadlines.
• Potential for developing experience with federal procurement platforms (GSA eBuy, SAM.gov, Unison), government contracts and compliance requirements, and federal sales cycles and bid processes.