Director of Customer Service

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: