Customer Success Team

Safeware, Inc. is seeking a Customer Success Team Member (CST) to support our outside sales team.  You will be responsible for all inbound customer calls, addressing customer issues regarding orders, sourcing products, and making decisions regarding claims and resolutions and make outbound calls as necessary.  The CST assists customers with pricing, inventory and lead time on all available items.  The CST will also provide freight estimates, order status, order tracking information and submit rush requests to meet in hands date via phone or email.  The position is located in Richmond, VA.
 

About Safeware

Founded in 1979, Safeware, Inc. is a trusted distributor and service provider of safety products before, during and after emergencies and in mission-critical operations. Headquartered in Lanham, MD, with locations nationwide, Safeware is built on a foundation of dedicated professionals committed to protecting those who protect others.

Responsibilities:
 

• Answer calls through the customer service queue and inside-sales queue to assist with product questions and order status, rushes, inventory, quotes, and claims.
• Communicate with customers by telephone or email to provide information about available products.  Refer customers as needed to the outside sales representative for in-depth requirements and options.
• Keep records of customer interactions, recording details of transactions, inquiries, complaints or comments as well as actions taken.  
• Source products to meet customers’ needs considering new and existing vendors.
• Provide timely feedback to the Manager regarding service failures or customer complaints.
• Support the outside sales associate with new bid opportunities and assist with pricing quotes.  
• Ensure quotes are submitted in a timely manner
• Identify and assess customer product needs to achieve excellent customer satisfaction.
• Track and maintain orders with consistency and communicate updates with the customer to ensure the order is being processed and handled correctly
• Process customer orders utilizing Epicor Profit 21
• Respond to all customer inquiries including emails and phone calls.
• Have a passion for continuous learning about the products we provide and clients we support.
• Assist with annual product inventory (for those in office – this is a mandated activity unless a waiver is approved by Management).
• Other duties as assigned.

Requirements:

• High School diploma or GED certificate
• At least 3 years of prior customer service experience in a fast-paced setting preferred
• Ability to work independently, but also with a team
• Strong attention to detail and how details fit into the big picture