Senior Customer Success & Inside Sales Lead

DOC Services Inc.; Coatesville (Chester County); On-site; USD 60,000 - 90,000; Full time

Job summary

Ballymore Safety Products is seeking a Senior Customer Service Representative to own complex customer relationships and mentor peers on the Inside Sales and Customer Service team. The role goes beyond order processing, focusing on escalation support, deep product knowledge, and driving meaningful business results.

The Senior CSR will manage key accounts, deliver targeted quotes, and partner with leadership on process improvements while ensuring exceptional service and customer satisfaction

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 simultaneously.

Responsibilities

• 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.
• Drive revenue growth within assigned accounts through proactive outreach, upselling, and cross-selling.
• Deliver accurate, timely quotes and product recommendations tailored to customer needs.
• Mentor and support junior Customer Service Representatives, sharing best practices and product knowledge.
• Identify inefficiencies in workflows and proactively suggest process improvements.
• Process orders accurately and efficiently via telephone, email, and customer portals.

Skills

Interpersonal skills

Communication skills

Multi-account management

Self-directed and collaborative

Education

Associate's or Bachelor's degree preferred

Equivalent experience considered

Tools

Microsoft Office (Excel, Word, Outlook)

CRM tools

Job description

Ballymore Safety Products is seeking a Senior Customer Service Representative to own complex customer relationships and mentor peers on the Inside Sales and Customer Service team. The role goes beyond order processing, focusing on escalation support, deep product knowledge, and driving meaningful business results.

The Senior CSR will manage key accounts, deliver targeted quotes, and partner with leadership on process improvements while ensuring exceptional service and customer satisfaction