Customer Experience Specialist

Job Summary

Galls is looking for a Customer Experience Specialist - Full Time

Galls® proudly serves America's Public Safety and Military professionals by combining the broadest selection of uniforms, equipment and solutions in the industry with relentless customer service. With a national footprint of more than 165 locations and over 1,800 associates, Galls is the largest retailer specializing in Public Safety. Over one million Law Enforcement, Firefighting, Emergency Medical, Federal, Military, Corrections, Security, Postal, Public Transportation, and other essential workers each year trust Galls as their service provider. We proudly serve those who serve!

Galls, LLC offers many benefits to include:

• Excellent medical/dental and vision coverage- Eligible 1st day of the month after start date (FT Only
• 401(k) retirement plan with company contribution (because you will retire someday)
• Flexible benefits-choose what you like, ignore the rest
• Generous employee discount
• Vacation and Personal Time
• Paid Holidays
• Tuition reimbursement
• Day Shifts Only
• Daily Pay- Receive up to 50% of wages for hours worked DAILY!!

Customer Experience Specialist

The Customer Experience Specialist will serve as an expert in Customer Experience by serving as the centralized owner for all customer-driven requests. In addition, the Specialist will act as a liaison between the Customer Experience Representative and other business partners, to handle complex customer-driven requests.

• Enable the field and inside sellers by managing the day-to-day customer requests in order to achieve company financial targets.
• Work collaboratively with regional sales team to support the needs and requests from customer-driven requests.
• Maintain customer contact database inclusive of all account decision makers and account information to support marketing campaigns.
• Recommend alternative products that benefit the end user and promote add-on sales.
• Manage escalated customer-driven requests by serving as the centralized owner between various business partners, including Merchandising, Inventory Management, Finance, Legal Operations, the Distribution center, among others.
• Provide elevated support for:
  • Contracts / bid review
  • Manage pricing / bid spreadsheets
  • Equip maintenance requests
  • Large quotes
  • Complex order placement
  • Uniform services setups
  • VAS verifies
  • Invoice discrepancies
  • Cancelling orders
  • Manage hold buckets
  • Among other key activities ...

• Drive key metrics to improve customer experience resolution by reducing resolution timelines and improving quality net-promoter scores.
• Maintain and monitor SLAs tied to customer-driven requests, collaborating with the necessary business partners.
• When needed, ability to flex and support Customer Experience Representative and Strategic Account Management activities.

Experience:

• Previous experience in Galls customer service, sales, or relatable role

• Effective in building and maintaining positive customer relations
• Excellent written and verbal communication skills
• Effective negotiation and closing techniques
• Ability to effectively upsell and cross-sell based on customer needs
• Ability to manage time and prioritize multiple responsibilities
• Strong PC skills (Knowledge base, Internet, Microsoft Office, GQ, and Outlook)
• Problem solving skills