What are the responsibilities and job description for the Customer Service Representative position at JAM Industries?
Customer Service Representative (CSR) – Daily Role & Responsibilities
Position Summary
The Customer Service Representative serves as the primary point of contact for dealers,
customers, sales representatives, and internal departments. The CSR is responsible for ensuring
accurate order processing, timely communication, issue resolution, and overall customer
satisfaction throughout the order lifecycle.
Daily Responsibilities
Order Management
• Review and process incoming purchase orders accurately and efficiently.
• Verify pricing, product availability, shipping requirements, and customer information.
• Monitor open orders and proactively address any holds, backorders, or allocation issues.
• Coordinate order changes, cancellations, and special requests as required.
Customer Communication
• Respond to customer inquiries via phone, email, and ticketing systems in a professional
and timely manner.
• Provide order status updates, shipment tracking information, and product availability
details.
• Communicate delays, shortages, or issues and work toward acceptable resolutions.
Account Support
• Maintain customer account information and ensure data accuracy.
• Assist customers with returns, credits, warranty claims, and replacement requests.
• Escalate complex issues to appropriate departments when necessary.
Issue Resolution
• Investigate and resolve order discrepancies, shipping issues, invoice concerns, and
product-related inquiries.
• Liaise with warehouse, credit, purchasing, sales, and technical support teams to resolve
customer concerns.
• Document all customer interactions and actions taken.
Ticket & Queue Management
• Monitor assigned tickets and service requests throughout the day.
• Prioritize urgent customer issues to meet service level expectations.
• Ensure all activities and customer communications are properly documented.
Internal Collaboration
• Work closely with sales representatives, warehouse personnel, purchasing teams, and
management to ensure smooth order fulfillment.
• Participate in team meetings and provide updates on customer concerns, backorders, and
service challenges.
• Share knowledge and support team objectives.
Performance Expectations
• Maintain a high level of accuracy in order entry and customer records.
• Meet departmental response and resolution time goals.
• Demonstrate professionalism, teamwork, accountability, and strong attention to detail.
• Deliver exceptional customer service while building positive customer relationships.
Daily Priorities
1. Process and release customer orders.
2. Review and resolve order holds and exceptions.
3. Respond to customer emails, calls, and tickets.
4. Follow up on open issues and outstanding requests.
5. Monitor shipments and provide proactive communication.
6. Update records and document customer interactions.
7. Support internal teams to ensure efficient order fulfillment.