Customer Success Specialist

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.