Customer Service Representative

JAM Industries; Southaven (MS); On-site; USD 36,000 - 48,000; Full time

Job summary

JAM Industries in the United States seeks a Customer Service Representative (CSR) to be the primary contact for dealers, customers, sales reps, and internal teams, ensuring accurate order processing and timely communication throughout the order lifecycle.

Daily responsibilities include reviewing and processing purchase orders, verifying pricing and availability, coordinating changes, and providing order status updates via phone, email, and ticketing systems.

Qualifications

• Provide responsive customer support across multiple channels.
• Demonstrate accuracy in order processing and data entry.
• Maintain professional communication with customers and internal teams.

Responsibilities

• Review and process incoming purchase orders accurately and efficiently.
• Verify pricing, product availability, shipping requirements, and customer information.
• Monitor open orders and address 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 timely manner.
• Provide order status updates, shipment tracking information, and product availability details.
• Escalate complex issues to appropriate departments when necessary.

Skills

Customer service

Communication

Attention to detail

Tools

Ticketing systems

Job description

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.
• 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.

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.
• 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.