Customer Service - Customer Service Representative

About the role

Since 1972, JAM has grown to be one of the largest distributors of consumer electronic goods, pro-audio equipment, and musical instruments. The Customer Service Representative serves as the primary point of contact for dealers, customers, sales representatives, and internal departments, responsible for ensuring accurate order processing, timely communication, issue resolution, and overall customer satisfaction throughout the order lifecycle.

Responsibilities

• 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
• 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
• 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
• 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
• 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
• 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

• Process and release customer orders
• Review and resolve order holds and exceptions
• Respond to customer emails, calls, and tickets
• Follow up on open issues and outstanding requests
• Monitor shipments and provide proactive communication
• Update records and document customer interactions
• Support internal teams to ensure efficient order fulfillment

Benefits

• Comprehensive group benefits: Health, Dental, Vision, Life, Critical Illness, Short- and Long-Term Disability
• Wellness Incentive Program and Employee Assistance Program
• RRSP / 401(k) matching program
• Flextime, summer hours, paid vacation, and personal time off
• Casual, fun, and collaborative work environment
• Lively social calendar—there’s always something for everyone
• Generous employee discounts on our products
• Ongoing learning and development opportunities
• The chance to work alongside a highly talented, high-performing team

Workplace Commitments

We are committed to providing a safe and healthy work environment. All employees are expected to follow workplace safety protocols, including compliance with local regulations and internal standards, to ensure the well-being of everyone. We are dedicated to fostering a workplace where individuals feel respected, supported, and able to contribute fully. We recognize that different perspectives and experiences strengthen our teams and drive better outcomes for our employees and customers.