Customer Success Team (CST) - Federal Government Team

Customer Success Team (CST) – Federal Government Team 

Job Description 

Safeware, Inc. is seeking a Customer Success Team Member (CST) to support our Federal Government Sales team. This role combines core CST responsibilities with specialized support for federal sales operations, including bid management, contract compliance, and government procurement processes. 

The CST serves as a critical link between customers, vendors, contracts, and the sales team—ensuring timely, accurate, and compliant execution of orders and bids within the federal space. 

Key Responsibilities 

Customer Support & Order Management 

• 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. 

Federal Sales & Bid Support 

• 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. 

• Assist 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. 

Contracts & Compliance 

• 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. 

General CST Responsibilities 

• Maintain detailed records of customer interactions, transactions, and resolutions. 

• Identify customer needs and provide solutions to ensure high levels of satisfaction. 

• Communicate effectively with internal teams and escalate issues as needed. 

• Assist with inventory processes and other operational tasks as required. 

• Continuously build knowledge of Safeware products, vendors, and federal procurement processes. 

Qualifications 

• High School diploma or GED required; additional education preferred 

• 1+ year of customer service experience in a fast-paced environment (distribution experience preferred) 

• Strong attention to detail, especially in compliance-driven environments 

• Ability to manage multiple priorities and meet deadlines 

• Excellent written, verbal, and interpersonal communication skills 

• Proficiency in Microsoft Office (Word, Excel, Outlook) 

• Ability to work both independently and collaboratively 

Preferred (Can Be Developed Over Time) 

• Experience with federal procurement platforms (GSA eBuy, SAM.gov, Unison) 

• Familiarity with government contracts and compliance requirements 

• Understanding of federal sales cycles and bid processes 

What Success Looks Like 

• Timely and accurate quote and order processing 

• Strong support of federal bid opportunities and compliance requirements 

• High customer satisfaction through proactive communication and problem-solving 

• Effective collaboration with Sales, Contracts, and Vendor Relations teams 

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