Customer Success Team Manager

Customer Success Team Manager

Safeware Inc. | Lanham, Maryland | Corporate Office

On site | Full time | Reports to Vice President of Customer Success

Position Summary

Safeware is seeking an experienced Customer Success Team Manager to lead the CSRs based at our Lanham corporate office. This is a hands-on leadership role in distribution serving government, public safety, and commercial customers. The manager works alongside the team to support customers and outside sales representatives, manage daily priorities, resolve problems, and keep quotes and orders moving.

Our CSRs support ongoing customer relationships and complex requests that can involve product sourcing, pricing, order processing, supplier follow-up, delivery coordination, and issue resolution. This is not a call center operation. The manager must understand distribution workflows, provide practical day-to-day guidance, and preserve the personal service our customers expect.

Key Responsibilities

Lead and develop the team

• Manage daily work assignments, priorities, staffing, and coverage so customer requests receive timely attention and outstanding work has clear ownership.

• Coach CSRs through actual customer requests, system questions, and operational problems; step in to help with quoting, orders, follow-up, and escalations when needed.

• Lead hiring, onboarding, cross-training, regular one-on-one meetings, performance reviews, and corrective action in partnership with leadership and HR.

• Set clear expectations, address performance concerns promptly, and build a team that shares knowledge and supports one another.

Deliver responsive customer and sales support

• Oversee product inquiries, sourcing, pricing requests, quotes, bids, order entry, freight questions, rush requests, returns, and claims.

• Ensure customers and sales representatives receive accurate information, proactive updates, and consistent follow-through through resolution.

• Personally guide complex requests and escalated issues while helping CSRs build the judgment and skills to manage future situations.

Manage order execution and coordination

• Oversee order accuracy, documentation, supplier confirmations, expected ship dates, and follow-up on open orders, including drop shipments.

• Work with Purchasing, Pricing, Contracts, Accounting, Sales, Warehouse, and Technical Services to resolve delays, pricing discrepancies, billing issues, and fulfillment problems.

• Ensure supplier requests and purchase order activities assigned to CST follow established procedures, with complete records and clear departmental handoffs.

Maintain accountability and improve operations

• Reinforce service standards, including Safeware’s one-hour response guideline, accurate transactions, and proactive management of open work.

• Review available reports, work queues, and team feedback to identify aging requests, uneven workloads, service gaps, and recurring errors.

• Use available performance data and direct observation to coach the team; help improve visibility into outstanding work and completion.

• Implement practical process improvements, support adoption of approved tools, and maintain current work instructions with the appropriate partners.

• Communicate risks and support needs early; model company policies, safety expectations, and professional conduct. Assist with annual physical inventory as required.

Required Qualifications

• Experience in business-to-business distribution customer service, inside sales support, or branch customer operations, including direct supervision of employees.

• Demonstrated ability to coach employees, manage performance, balance workloads, and actively assist with daily customer and order work.

• Working knowledge of product sourcing, quotations, sales orders, supplier purchase orders, lead times, drop shipments, returns, and order-to-delivery follow-up.

• Experience using an ERP system for customer and order transactions; proficiency with Microsoft 365, including Outlook and Excel.

• Strong communication, organization, attention to detail, and problem-solving skills; sound judgment when balancing customer needs and business requirements.

• High school diploma or equivalent.

• Must be within a practical commuting distance of Lanham, Maryland, and able to work on site consistently. Candidates should consider typical rush-hour travel to the corporate office.

Preferred Qualifications

• Experience in safety products, industrial supplies, public safety equipment, or a comparable distribution business.

• Experience with Epicor Prophet 21 and supporting outside sales representatives, government customers, or complex customer accounts.

What Success Looks Like

The team knows its priorities, customers receive timely responses and useful updates, and open requests move forward with clear ownership. CSRs have an accessible manager who helps solve problems, develops their skills, and holds them accountable. Quotes, orders, and documentation are accurate, and recurring problems lead to practical improvements.

About Safeware

Safeware is a safety products distributor and service provider supporting those who protect and serve others. Our core values are Wisdom, Accountability, Relationships, and Excellence. This role offers the opportunity to lead a customer-facing team at our corporate office and work closely with partners across the business.