Senior Customer Service Representative

Ballymore; Coatesville (Chester County); On-site; USD 65,000 - 90,000; Full time

Job summary

Ballymore Safety Products is seeking a Senior Customer Service Representative to own complex customer relationships, mentor peers, and drive inside sales results. This role goes beyond order processing, serving as a subject matter expert on key accounts and coordinating with leadership on process improvements.

Ideal candidates bring 4+ years in customer service or account management, strong communication, and proficiency with MS Office and CRM tools to deliver accurate quotes and nurture

Qualifications

• Associate's or Bachelor's degree preferred; equivalent experience considered.
• 4+ years of customer service, inside sales, or account management experience.
• Proven track record of meeting or exceeding sales and service targets.
• Strong ability to manage multiple accounts and priorities.

Responsibilities

• Manage a portfolio of key and complex customer accounts, serving as a trusted point of contact.
• Build and maintain long-term customer relationships through proactive communication and follow-up.
• Serve as an escalation resource for complex customer issues, resolving problems efficiently.
• Act as a product knowledge expert, representing Ballymore's full line of safety solutions.
• Drive revenue growth through proactive outreach, upselling, and cross-selling.

Skills

Key account management

Customer service

Inside sales

Interpersonal skills

MS Office

CRM tools

Education

Associate's or Bachelor's degree preferred

Tools

CRM tools

Microsoft Office

Job description

Description

Are you an experienced customer service professional ready to take your career to the next level? Ballymore Safety Products is seeking a Senior Customer Service Representative to serve as a go-to resource on our Inside Sales and Customer Service team. This role goes beyond order processing — it's about owning complex customer relationships, mentoring peers, and driving meaningful business results.

Ballymore Safety Products is a trailblazer in the safety equipment industry, dedicated to protecting workers and ensuring workplace safety. Our innovative product lines — including ladders and material handling equipment — have earned us a stellar reputation built on excellence and reliability. Join us and help lead a team that's making a real difference!

Position Summary

The Senior Customer Service Representative serves as a subject matter expert and high-performing contributor on the Ballymore customer service and inside sales team. In addition to managing a portfolio of key accounts, this individual acts as a resource for peers, handles escalated customer situations, and partners with the Customer Service Manager on process improvement and team development initiatives.

Key Performance Indicators

• Individual achievement of assigned sales targets and service metrics
• Customer retention and satisfaction within assigned account portfolio
• Order accuracy, response time, and process adherence
• Lead conversion rates and pipeline contribution
• Demonstrated peer support and knowledge-sharing contributions

Key Responsibilities

Customer & Account Management

• Manage a portfolio of key and complex customer accounts, serving as a trusted point of contact
• Build and maintain strong, long-term customer relationships through proactive communication and follow-up
• Serve as an escalation resource for complex customer issues, resolving problems efficiently and professionally
• Act as a deep product knowledge expert, representing Ballymore's full line of safety solutions
• Gather and relay Voice of the Customer feedback to identify trends and improvement opportunities

Sales Execution

• Drive revenue growth within assigned accounts through proactive outreach, upselling, and cross-selling
• Deliver accurate, timely quotes and product recommendations tailored to customer needs
• Leverage website trackers, trade show leads, and other tools to identify and pursue new business opportunities
• Carry out a goal-driven approach with target accounts, qualifying and advancing leads through the pipeline
• Partner with sales leadership on strategies to grow revenue with current and prospective customers

Team Contribution & Process Improvement

• Mentor and support junior Customer Service Representatives, sharing best practices and product knowledge
• Assist the Customer Service Supervisor with onboarding and training new team members as needed
• Identify inefficiencies in workflows and proactively suggest process improvements
• Process orders accurately and efficiently via telephone, email, and customer portals
• Ensure compliance with company policies, procedures, and service standards

Requirements

Qualifications

• Associate's or Bachelor's degree preferred; equivalent experience considered
• 4+ years of customer service, inside sales, or account management experience
• Demonstrated track record of meeting or exceeding sales and service targets
• Strong ability to manage multiple accounts and priorities simultaneously
• Excellent interpersonal skills with the ability to build rapport and resolve conflicts professionally
• Proficient with Microsoft Office (Excel, Word, Outlook) and CRM tools
• Outstanding written and oral communication skills
• Strong organizational skills and ability to perform detailed, accurate, well-documented work
• Self-directed and capable of working independently as well as collaboratively
• Experience in industrial, safety, or manufacturing environments a plus
• Quick learner with the ability to become a product knowledge expert