Job Description
Job Description
Location: Hybrid (2 days in a local branch, with on-site event support as needed)
SmartSource®, an ABCOM Technology Group company, has more than 35 years of experience serving clients' business technology needs in the events, staffing, legal, government, finance, education, entertainment, and meeting production industries. The company provides service throughout North America through its fully staffed and equipped offices in major metropolitan markets. SmartSource draws from its extensive inventory of audio-visual technologies to deliver world class solutions for meetings and conventions, including general sessions, breakout rooms, trade shows and specialty events. The SmartSource team is passionate about leveraging its expertise to support our clients’ goals, while inspiring their attendees and stakeholders.
SmartSource will afford you an exciting career opportunity. We offer a fast-paced and dynamic work environment. Most importantly, you will be provided the support and environment to excel and succeed with an industry leading company. If you are enthusiastic, highly motivated and looking for a great opportunity, we encourage you to apply today.
Summary:
SmartSource is seeking a dedicated and customer-focused Exhibitor Services Representative to join our growing team. This individual will be responsible for processing incoming orders from our e-commerce site while maintaining strong relationships with exhibitors and clients. The role delivers exceptional customer service to exhibitors at Official Events, ensuring seamless coordination, clear communication, and accurate order fulfillment.
Key Responsibilities:
Post-Sale Support
- Manage exhibitor orders to ensure accurate and timely fulfillment, including consistent, error-free data entry and documentation.
- Serve as the primary point of contact for exhibitors post-sale, addressing inquiries and providing professional communication and coordination.
- Process refunds and handle tax-exempt requests, following all documented SOPs and processes.
- Coordinate with operations and logistics teams to ensure all deliverables are prepared and dispatched on time.
Event Support
- Assist with pre-show planning to confirm exhibitor requirements and resolve potential issues.
- Provide on-site support, including order management, issue resolution, and customer service during events.
- Facilitate the setup and breakdown of the Service Desk at event locations.
- Travel as needed to staff service desks for official trade shows. Coordinate with internal teams to deliver seamless event execution.
Order & Billing Management
- Oversee post-show order closeout, ensuring proper invoicing and payment collection.
- Handle billing inquiries and collaborate with the accounting team to address discrepancies.
- Ensure financial records are accurate and complete for all assigned shows.
CRM & Documentation
- Maintain accurate and up-to-date records of post-sale interactions in the company CRM (Salesforce).
- Document communication and task progress to ensure flawless data tracking and reporting.
Collaboration & Task Management
- Work closely with internal teams, including Sales and Operations, to ensure a seamless customer experience.
- Support additional projects as needed to help achieve team goals and enhance overall client satisfaction.
Qualifications:
- Minimum of 1 year of demonstrated professional customer service experience, preferably in event production, meeting planning, meetings/convention, or corporate events markets.
- Existing relationships in the events industry are a plus.
- Outstanding written and oral communication skills.
- Ability to effectively present ideas and information in a professional business environment.
- Strong time management, organization, and prioritization abilities.
- Ability to use critical thinking with a business mindset.
- Ability to utilize search engines and other business resources to gather relevant data and facts.
- Ability to travel on an as-needed basis, up to 20% of the time.
- Excellent written and verbal communication skills; able to engage professionally in person, by phone, and via email.
- Proficiency with Microsoft Office 365 (Outlook, Excel, Teams).
- Strong organizational skills with the ability to multitask, prioritize, and solve problems under pressure.
- Ability to collaborate effectively with other departments and team members.
- A positive, can-do attitude with a drive to continually improve performance.
Work Environment
Work is performed in both office settings and on-site at events, including hotels, convention centers, and docks. Physical exertion is required, including standing, walking, pushing, pulling, and lifting up to 50 pounds. Must be available to work nights, weekends, and at various locations based on event needs.
SmartSource is an equal opportunity/affirmative action employer. SmartSource does not discriminate on the basis of race, color, religion, gender (including non-binary/third gender), transgender, gender identity or expression, sexual orientation or affectional preference, national origin, citizenship, age, disability, status as a protected veteran, military status, marital status, or status in any group or class protected by applicable federal, state, or local law. SmartSource makes reasonable accommodations for qualified individuals with disabilities in accordance with the Americans with Disabilities Act, Rehabilitation Act, and applicable state and local laws.