Customer Success Team
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.
- 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
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