Customer Success Specialist

Description

In this role, you will play an integral part in the customer support and sales operations process by delivering timely, reliable customer service while helping re-engage dormant and slower-moving assigned accounts. This position serves as a liaison between customers and internal teams to support order activity, account development, process improvement, and 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.

• Own a consistent share of the daily ticket queue and phone coverage while meeting established response and resolution commitments.
• Respond to customer inquiries with urgency, professionalism, and accurate information.
• Maintain clear documentation of customer requests, account updates, next steps, and follow-up commitments.
• Partner with internal teams to resolve service issues, reduce customer friction, and support a smooth order experience.

• Work assigned dormant and slower-moving accounts to understand why purchasing activity has declined or stopped.
• Reconnect with customer decision-makers, identify current needs, and present relevant product opportunities.
• Create and maintain simple account plans that document outreach, customer feedback, next steps, and potential opportunities.

• Identify at-risk and aging inventory before it becomes a customer issue or margin concern.
• Support continuous improvement efforts related to freight costs, accessorial charges, and order-related customer friction.
• Help reduce damage claims by identifying root causes and supporting corrective actions at the source.
• Own assigned corrective actions through completion and communicate progress clearly to the appropriate stakeholders.

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• One to three years of experience in customer service, inside sales support, order management, or a related business support role.
• Experience using 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.
• Ability to initiate professional outbound conversations with customers who are not currently buying.
• Strong written and verbal communication skills with the ability to document activity clearly and follow through on commitments.
• Customer-first mindset with the ability to balance urgent service needs and proactive account development.
• Ability to manage competing priorities while protecting customer service commitments.

• Organized, dependable, and comfortable managing competing priorities.
• Curious and willing to ask questions to understand customer behavior and purchasing patterns.
• Proactive problem-solver who looks for root causes rather than one-time fixes.
• Collaborative team member who shares customer insights and supports continuous improvement.