Remote Public Safety Customer Service Specialist – Order Management, Contract Expertise, and Client Success

About brighthush

brighthush is a leading provider of safety products and solutions for public safety agencies across the United States. With a legacy that dates back to 1974, we have grown into a trusted partner for law enforcement, fire departments, emergency medical services, and other public sector organizations. Our mission is simple: to empower first responders with the tools they need to protect communities, while delivering exceptional service and support.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, mission‑driven team that values innovation, integrity, and collaboration. We operate in a fully remote environment, giving you the flexibility to work from anywhere in the USA while staying connected to a vibrant, supportive culture. Our commitment to professional growth, continuous learning, and employee well‑being sets us apart as an employer of choice in the public safety industry.

Key Highlights

• Fully remote work arrangement with a flexible schedule
• Competitive compensation and comprehensive benefits package
• Opportunities for career advancement and skill development
• Inclusive, collaborative, and high‑energy work culture
• Access to industry‑leading training and certification programs

Position Overview

We are seeking a meticulous, customer‑centric Remote Public Safety Customer Service Specialist to support our Government and Public Safety Account Managers and agency customers. In this role, you will be the linchpin in the order lifecycle—from crafting accurate quotes to ensuring timely delivery and handling post‑sales support. Your expertise in contract pricing, ERP systems, and CRM will enable you to deliver flawless service and uncover new business opportunities.

Core Responsibilities

• Quote Creation & Management: Build and dispatch accurate quotes swiftly, incorporating manufacturer pricing for non‑stock items, and diligently follow up on open quotes to secure business.
• Order Entry & Processing: Enter orders into the P21 ERP system, ensuring correct contract numbers, pricing, and ship‑to details. Apply OMNIA contract rules, freight charges, and state fees accurately.
• Agency Registration: Verify that each agency is registered in P21 for OMNIA pricing before order entry; handle registration when necessary.
• Contract Compliance: Apply contract pricing rules correctly, including freight, state contract fees, and escalation protocols for pricing questions.
• Order Tracking: Monitor orders from purchase order to delivery—confirm with vendors, communicate ship dates, and proactively resolve backorders or delays.
• Returns & Warranty Support: Manage returns, RMAs, sample requests, and warranty or service issues in collaboration with vendors and the brighthush service team.
• Customer Interaction: Respond to customer inquiries via phone, email, and Teams; route technical or product‑selection questions to the appropriate account manager or product specialist.
• CRM Documentation: Record all customer interactions, cases, and quote revisions in Dynamics CRM, ensuring data integrity and audit readiness.
• Opportunity Identification: Flag sales opportunities emerging from order flow—such as repeat single‑item purchases or new departmental orders—and pass them to the account manager for follow‑up.
• Cross‑Functional Collaboration: Work closely with brighthush purchasing, accounts receivable, shipping, and service teams to keep orders moving smoothly.

Essential Qualifications

• Minimum 1 year of experience in customer service, order entry, or inside sales support.
• Strong attention to detail with a proven track record of managing numbers, part numbers, pricing, and customer data.
• Excellent written and verbal communication skills, with a sense of urgency for customer requests.
• Ability to handle a high volume of open quotes and orders without any falling through the cracks.
• Quick learner of new systems, including ERP and CRM software.
• Self‑motivated and capable of working independently, while also thriving in a team environment.
• Proficiency with Microsoft Office suite.

Preferred Qualifications

• Experience in distribution or supply chain operations.
• Hands‑on experience with P21 or a comparable distribution ERP system.
• Background in supporting government, public safety, or public sector customers.
• Familiarity with cooperative purchasing contracts (OMNIA Partners, Sourcewell, state contracts) or government purchase orders and RFQs.
• Knowledge of safety, PPE, fire, law enforcement, or emergency response products.
• Experience sourcing non‑stock items directly from manufacturers.
• Proficiency with Dynamics CRM.

Career Growth & Development

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Remote Public Safety Customer Service Specialist, you will have the opportunity to:

• Progress into senior customer success or account management roles.
• Take on specialized projects such as contract negotiation or process improvement initiatives.
• Earn industry certifications in supply chain, safety equipment, or customer service excellence.
• Participate in cross‑functional training sessions to broaden your skill set.
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