Proactive Customer Success & Outreach 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 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.