Customer Success Specialist

Talon Hiring Solutions; Birmingham (AL); On-site; USD 40,000 - 54,000; Full time

Job summary

Talon Hiring Solutions has a client in the greater Birmingham, AL area looking for a Customer Success Specialist to join the team. You’ll support customer service and sales operations by providing timely, reliable service while helping re-engage dormant accounts and ensure a smooth order experience.

You’ll act as a liaison between customers and internal teams, manage tickets and account documentation, and partner with others to resolve issues and identify opportunities.

Qualifications

• 1–3 years of experience in customer service, inside sales support, order management, or related roles.
• Experience with ERP, CRM, ticketing, or order management systems such as GP, SalesPad, Zendesk.
• Strong Excel skills with ability to manage customer, order, and account information.
• Excellent written and verbal communication with strong follow-through.
• Customer-first mindset balancing immediate service needs with proactive account development.

Responsibilities

• Manage daily ticket queue and phone coverage to meet response and resolution targets.
• Respond to customer questions with urgency, professionalism, and accuracy.
• Document customer interactions, account updates, next steps, and follow-up commitments.
• Partner with internal teams to resolve service issues and ensure a smooth order experience.
• Reach out to dormant and slower-moving accounts to understand changes in purchasing activity and identify needs.
• Reconnect with customer decision-makers and introduce relevant products and solutions.
• Maintain simple account plans documenting outreach, customer feedback, opportunities, and next steps.
• Identify at-risk or aging inventory and help address potential customer or margin concerns.
• Support improvements related to freight costs, accessorial charges, order issues, and other sources of customer friction.
• Help reduce damage claims by identifying root causes and supporting corrective actions.
• Take ownership of assigned action items through completion and communicate progress to appropriate teams.

Skills

Customer service

Order management

CRM

ERP

Excel

Outbound outreach

Documentation

Education

High school diploma or equivalent

Associate degree

Bachelor's degree

Tools

GP (Great Plains)

SalesPad

Zendesk

Job description

Talon Hiring Solutions has a client in the greater Birmingham, AL area that is looking for a Customer Success Specialist to join the team. In this role, you’ll play an important part in customer support and sales operations by providing timely, reliable service while helping re-engage dormant and slower-moving accounts. You’ll serve as a key liaison between customers and internal teams, supporting order activity, account development, process improvement, and a positive customer experience.. Successful individuals in this role adeptly balance daily service commitments with proactive outreach, strong follow-through, clear documentation, and a customer-first approach.

What you will do:

• Manage a consistent share of the daily ticket queue and phone coverage while meeting response and resolution expectations.
• Respond to customer questions and requests with urgency, professionalism, and accurate information.
• Maintain clear documentation of customer interactions, account updates, next steps, and follow-up commitments.
• Partner with internal teams to resolve service issues and ensure a smooth order experience.
• Reach out to dormant and slower-moving accounts to understand changes in purchasing activity and identify current customer needs.
• Reconnect with customer decision-makers and introduce relevant products and solutions.
• Maintain simple account plans documenting outreach, customer feedback, opportunities, and next steps.
• Identify at-risk or aging inventory and help address potential customer or margin concerns.
• Support improvements related to freight costs, accessorial charges, order issues, and other sources of customer friction.
• Help reduce damage claims by identifying root causes and supporting corrective actions.
• Take ownership of assigned action items through completion and communicate progress to the appropriate teams.

What you will bring:

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• 1–3 years of experience in customer service, inside sales support, order management, or a related business support role.
• Experience with ERP, CRM, ticketing, or order management systems such as GP, SalesPad, Zendesk, or similar platforms.
• Strong Excel skills and comfort working with customer, order, and account information.
• Confidence initiating professional outbound conversations with customers who are not currently purchasing.
• Strong written and verbal communication skills with excellent follow-through.
• Ability to clearly document customer activity, updates, and next steps.
• A customer-first mindset with the ability to balance immediate service needs with proactive account development.
• Strong organizational skills and the ability to manage competing priorities.
• A curious, proactive approach to understanding customer behavior and identifying opportunities.
• Strong problem-solving skills with a focus on identifying root causes and creating lasting solutions.
• A collaborative approach and willingness to share customer insights and contribute to continuous improvement.