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