What are the responsibilities and job description for the Director of Customer Service position at Exertis | JAM?
Don’t skip a beat, apply to Exertis | JAM!
Job Title: Director of Customer Service
Division: JB&A
Location: San Rafael, California
Schedule: Monday to Friday 8:30AM – 5:30PM
Exertis | JAM - Making the world sound better, one brand at a time!
Do these words sound like music to your ears? Since 1972, Exertis | JAM has grown to be one of the largest distributors of consumer electronic goods, pro-audio equipment, and musical instruments. Come join us to stay true to our mission of delivering ONLY the best customer service!
What you will do:
We are seeking a Director of Customer Service for our JB&A division.
Responsibilities:
- Client Service Operations: Own all aspects of client service operations with the primary goal of delivering exceptional service.
- KPI Management: Define team KPIs and drive measurable improvement.
- Strategic Partnerships: Partner with leadership to design, launch, and scale new programs.
- Sales Support: Work closely with sales leadership to optimize the client experience and connectivity.
- Financial Planning: Own budget planning and performance measurement.
- Customer Service Tools: Lead the development, procurement, and implementation of customer service tools in partnership with the executive team.
- Customer Success Development: Establish and design a best-in-class Customer Success function by creating a culture of execution, accountability, and inspiration.
- Post-Sales Strategy: Develop and oversee the post-sales functions, including implementation, success, and account management.
- Cross-Functional Collaboration: Partner with teams across revenue operations, product, marketing, recruiting, and more.
- Team Leadership: Lead the Customer Service Representative (CSR) team and provide necessary support.
- Client Relationship Management: Actively manage top clients and provide team backup as needed.
- Corporate Compliance: Uphold and adhere to all corporate compliance policies and procedures to ensure company standards and legal requirements are met.
What we are looking for:
- Proven leadership experience in customer service or client success roles.
- Strong analytical, financial, and KPI management skills.
- Experience in developing and implementing customer service tools and best practices.
- Ability to collaborate effectively with sales, product, and marketing teams.
- Excellent communication, problem-solving, and decision-making skills.
- Strong ability to manage and mentor a team.
Ready to join our team? Here is why we are one big, happy JAMily…
- Group Insurance Benefits: Health & Dental, Vision, Life, Critical Illness, Short-Term and Long-Term Disability;
- Wellness Incentive Program, and an Employee Assistance Program;
- 401K matching program (USA) or RRSP matching program (Canada);
- Work-life balance is key: Flextime, summer hours, paid vacation, personal time off, and a paid day off dedicated to Diversity and Inclusion;
- We value work life balance and offer a casual and fun environment;
- Lively social calendar… there’s always something for everyone!
- Generous employee discount on all our cool gear;
- Ongoing learning opportunities;
. Not to mention the opportunity to work in a highly talented, winning team!
Diversity Statement:
We value diversity and inclusion, striving to create a culture where everyone feels included and celebrated. We are committed to flexible working arrangements to meet the diverse needs of our team members and stakeholders. Join us in shaping the future of communication at DCC Technology and drive forward initiatives that make a real difference.
Come JAM with us… we not only work hard but play just as hard. Want to take your career to the next level? Apply online at https://jamindustries.com/careers/ to join our team or view our current openings!
While we appreciate your interest, please note that only qualified candidates will be contacted.
