Customer Experience Representative

Galls; Lexington (KY); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Medical/dental/vision coverage

401(k) retirement plan

Flexible benefits

Employee discount

Paid holidays

Tuition reimbursement

Daily Pay

Job summary

GALLS, LLC in Lexington, KY is seeking a Customer Experience Representative to serve as the frontline for inbound customer needs. You will aim for one-call resolution, capture customer requirements, and provide accurate information to expedite outcomes.

The role emphasizes delivering outstanding service via phone and email, guiding customers through products, pricing, and ordering details while supporting promotions and ensuring proper documentation.

Qualifications

• 1–3 years in customer service or call center
• Strong written and verbal communication skills
• Ability to upsell and close sales
• Excellent problem-solving and time-management skills

Responsibilities

• Provide outstanding customer service via phone and email, identifying needs and processing orders
• Provide product pricing and information to help customers make informed decisions
• Record all order details accurately (price, discounts, ship-to, items, notes)
• Support one-call resolution and escalate as needed
• Document inquiries with proper dispositions for reporting
• Assist with promotions, upsell opportunities, and catalog offers
• Initiate replacement/ corrections orders when needed
• Resolve issues like shipping delays, pricing, and product concerns

Skills

Customer service

Communication

Upselling

Time management

Problem-solving

Microsoft Office

Tools

Microsoft Office

Job description

About GALLS

GALLS, LLC is the largest and fastest growing supplier of uniforms and equipment to public safety professionals, with a national presence in more than 80 locations. With over 50 years in the industry, it is easy to see why. We are PRoud to serve America's public safety professionals by providing the broadest selection of uniforms, equipment, and solutions combined with great customer service.

Set Start Date: 9/21/2026

Customer Experience Representative

The Customer Experience Representative serves as the front line for all inbound customer needs. Wherever possible, this role will strive for one-call resolution of the customer's needs. This role is responsible for capturing the needs of escalated or transferred inquiries and providing accurate, helpful information to expedite the customer experience.

WHAT YOU'LL DO

• Provide outstanding customer service via phone and email - identifying customer needs, placing accurate orders, providing order status, handling basic invoice requests, and credit/returns
• Assess customer needs and provide requested information to the customer in an effective verbal and written format
• Provide all available products and pricing to the customer so they can make an informed purchasing decision. Recommend products to exceed customer expectations and support add-on sales
• Efficiently and accurately record all order/purchase order information, including price, discounts, ship-to address, and ship via, item numbers, quantity, and any notes related to the order or customer
• Provide positive and quality customer service through one-call resolution
• Document inbound inquiries with correct call disposition and resolution for proper tracking and reporting
• Aid in escalated transfers by providing accurate and detailed information to ensure customer resolution
• Understand and execute web promotions and special sales outlined in current catalogs, as well as upsell and push promotions
• Initiates orders for replacement parts and/or for correcting errors (shortages, wrong item shipped, etc.)
• Utilize decision-making and troubleshooting skills to resolve customer concerns (ie, freight costs, warranty guidelines, pricing, return orders, shipment delays, and product concerns)
• Efficiently maintain the ID verification process for restricted items

WHAT YOU NEED

• 1 - 3 years of customer service, call center preferred
• 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, and Outlook)
• Problem-solving skills

WHAT WE OFFER

• Excellent medical/dental and vision coverage-Eligible 1st day of the month after start date
• 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
• Daily Pay: up to 50% of your pay

EOE/Disability/Vets