Senior Customer Service Representative

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