Job description

Purpose of Position:

At Gallagher, our success is founded upon our ability to facilitate long-term, successful partnerships with our customers. The Customer Success Representative, as a frequent collaborator with internal and external partners, is a centerpiece of this success. To this end, it is the responsibility of the Customer Success Representative (CSR) to:

• Provide world class, concierge-level sales support with a high level of customer service to both Gallagher Security Channel Partners and Internal Sales Teams.
• Maintain a high level of understanding and mastery of internal Gallagher systems – including SAP, CRM, Ticketing, and Genesys Phone Systems
• Maintain an adequate level of product knowledge, enabling proactive sales and upselling opportunities in conjunction with the Americas sales strategy.
• Actively participate in team objectives and process improvement projects.

ROLE SPECIFICATIONS:

KEY POSITION RESPONSIBILITIES

Customer Success:

The CSR represents the values of Gallagher to all our customers (both internal and external) through accommodating and solutions-focused interactions.

• Responses to inquiries and orders should be thorough and pleasant, creating enduring partnerships with all our customers.
• Ensure that all calls/emails to the Security Sales Support team are dealt with effectively and in a timely manner.
• Follow escalation process of when calls should be diverted to the technical support team.

Sales Support:

We work to assist the sales team, our internal customer, in the fulfillment of their orders and in facilitating positive relationships with their Channel Partners. The CSR will be expected to display significant Product and Gallagher Systems knowledge in order to:

Properly identify errors and troubleshoot issues with orders while also being expected to facilitate and manage the issues to solution.

Provide constructive feedback on Bill of Materials (BOMs).

Facilitate a proactive sales process, including but not limited to:

• Providing excellent, Knowledgeable sales support to both our internal and external customers.
• Provide upselling opportunities in assistance to the Sales team.
• Process the following operational tasks, as required, in a timely manner:
• Execute the day-to-day order processing for the Security sales division.
• Organize and plan workloads to ensure all order management dispatch deadlines are met.
• Credits & Debits.
• Pricing to Channel Partners (CP) as per CP request and according to current pricelists.
• Process third party orders and keep communications with business partners.
• Input Sales Orders from Fax / Email / Phone into SAP, our invoicing and stock-management system.
• Provide Custom Quotes as per Sales Team requests.
• Provide direct, operational support to the Business Development Managers.
• Keep up to date with latest feature and functions by participation in in-housetraining.

Team Performance:

• Work effectively within the Gallagher Sales Support Team in a shared work environment, led on a day-to-day basis by the Sales Support Senior.
• Assist all Gallagher team members to maximize group delivery.
• Focus on Continuous improvement, making current processes better.
• Demonstrate the ability to work both independently and as a member of a team.
• Effectively communicate within Gallagher Security Team and Gallagher Distribution Team.

Operational Innovation:

Innovation is not a top-down solution. We expect all Customer Success Team members to be empowered to work, within guidelines, to assist, per their discretion, solutions for all customers.

• Operational inefficiencies will continually be reviewed and it is expected that the Customer Success team will have a perspective on how to most effectively evolve our work and our processes.
• We anticipate that, as part of the CSRs daily activities, ample opportunities will present themselves whereby the CSR will be encouraged and expected to demonstrate:
• Initiative to solve issues, to their discretion.
• An embrace of individual empowerment to service all our customers in a manner that both benefits the customer as well as befits the values of Gallagher

Included are any other duties not specified that may be required to complete the role and/or are requested by the Reporting Manager.

Experience Required:

• Minimum 4 years in and customer and sales support role.
• Working collaboratively as part of a team.
• Previous experiences in Outlook MS Office Suite are required, SAP ERP & CRM highly desirable and freight & logistics would be a plus.

Knowledge/Skills/Abilities Required:

• Customer- and Service-Delivery Focused – Interacts with others in a sensitive, proactive, and effective manner. Respects and works well with others. Commits self to delivering high standards of customer-centric service.
• Solutions-Based Thinking – Displays a proactive, solutions-focused approach to all interactions.
• Strategic Skillset – Ability to apply a highly strategic operational mindset to customer focused solutions, process innovations, and cross-departmental collaborations.
• Learning-Based Mindset – Interest in immersing yourself in the Gallagher brand, products, and industry.
• Change Agent – A lateral thinker who is open to change, flexible in roles and meeting changing business needs.
• Proactive Work Ethic – Ability to work unsupervised, anticipating problems and enacting solutions with little need for oversight.
• Effective Work Management Skills – The ability to work under pressure to strict deadlines. Highly organized. Displays high attention to detail, accuracy, and possessing of effective problem-solving skills.
• Strong Interpersonal Communication Skills – Ability to effectively communicate, both written and orally, to a variety of customers in a variety of ways. Multilingual speaking skills a plus but not required.
• Computer Literate – Ability to perform standard tasks within Microsoft Office Suite. Ability to troubleshoot and learn new computer software systems.
• Team Player – A willingness to work in a “team” environment, displaying a “can do” attitude.
• Positive Culture – A friendly and outgoing attitude to internal and external customers.

Job Type: Full-time

Pay: $20.00 - $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Supplemental pay types:

• Bonus pay

Experience:

• Customer service: 4 years (Required)
• SAP ERP & CRM: 1 year (Preferred)

Work Location: One location

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