Client Services Team Lead

Job Description

Job Description

Description:

COMPANY OVERVIEW

Atmosphere Commercial Interiors is one of the nation’s largest commercial furnishings providers, creating engaging and inspiring spaces that are thoughtfully tailored to our clients’ needs and business goals. We serve a diverse range of organizations—from small businesses to Fortune 500 companies—across corporate, healthcare, education, sports, and hospitality environments. Our comprehensive suite of services includes asset and order management, space planning, facility and installation services, and full project management support.

At Atmosphere, we are committed to delivering exceptional service to our clients while continuously investing in a collaborative, supportive, and rewarding work environment for our team members.

Atmosphere is part of Omni Workspace, a national platform that provides strategic leadership, operational resources, and shared expertise to a portfolio of Steelcase and commercial facility services companies. Omni Workspace’s family of distinctive brands—including Atmosphere Commercial Interiors, Aurora Procurement Solutions, Emerald Blue, Meso Built, and Turnkey Project Services—each demonstrates market leadership within its specialty while working together to deliver superior products, services, and long-term value to clients.

Being part of the Omni Workspace umbrella allows Atmosphere to combine local market expertise with national scale, enabling us to build enduring partnerships and deliver innovative, high-impact solutions for the organizations we serve.

PRIMARY FUNCTION

The Client Services Team Leader is responsible for overseeing the daily operations, performance, and development of the Client Services team within a commercial furniture dealership environment. This role ensures accurate and timely order execution, high-quality client service delivery, and alignment with sales and operational objectives.

The position combines people leadership, operational oversight, and process improvement to drive efficiency, consistency, and an exceptional client experience. While this job description accurately represents the current primary duties of the role, functions may be adapted as necessary to meet business need.

PRINCIPLE DUTIES AND RESPONSIBILITIES

Team Leadership and Management

• Supervise, coach, and develop Client Services team members, including Project Coordinators and Project Leads
• Conduct regular one-on-one meetings, team meetings, and performance evaluations
• Manage employee performance, including recognition, development planning, and corrective action as needed
• Identify staffing needs and participate in interview, selection, and onboarding processes
• Facilitate initial and ongoing training for team members and cross-functional partners

Client Services and Order Management

• Oversee order lifecycle management, including pricing, specifications, order entry, and project coordination
• Ensure accuracy, completeness, and timeliness of all client deliverables
• Serve as an escalation point for complex client issues and ensure effective resolution
• Support key accounts, high-priority orders, and complex projects as needed
• Ensure adherence to company standards, service expectations, and client requirements

Operational Oversight

• Monitor performance metrics, dashboards, and reporting tools (e.g., order status, backlog, issue resolution, service levels)
• Allocate and balance workload across the team to meet deadlines and optimize productivity
• Ensure compliance with internal processes, systems, and operational standards
• Identify operational risks and implement corrective actions

Process Improvement and Quality Management

• Partner with team leaders to develop and implement process improvements
• Drive consistency and standardization across locations and teams
• Participate in and support continuous improvement and quality initiatives
• Integrate efficiency, cost-effectiveness, and scalability into workflows

Cross-Functional Collaboration

• Collaborate with Sales, Design, Operations, and Accounting teams to ensure seamless project execution
• Align team activities with sales strategies and organizational priorities
• Maintain effective working relationships with vendors, manufacturers, and external partners

Supervisory Responsibilities

• Direct supervision of Client Services team members (e.g., Client Coordinators, Senior Client Coordinators, Order Specialists)
• Responsible for hiring input, training, performance management, and team development

CORE STRENGTHS/ATTRIBUTES

• Communicates/Collaborates Effectively : Strong verbal and written communication and presentation skills. Ability to tailor message across a variety of audiences. Strong interpersonal skills; develops and maintains positive relationships internally and externally. Strong team player.
• Demonstrates Accountability: Strong self discipline and motivation. Shows initiative, takes responsibility for work and actions, high level of integrity.
• Strategizes and Problem Solves: Problem solving orientation; critical thinking skills; understands how their work relates to the whole; generates new ideas that add value; ability to seek out appropriate information to make effective decisions.
• Leadership skills : ability to provide direction, develop and implement processes, motivate others, and build consensus with large groups including cross-pyramid teams. Influences without authority, giving direction and delegating tasks. Nurtures fresh approaches and appropriate risk taking.
• Execution Management : Works quickly to get things done; uses resources effectively; detail oriented and high level of accuracy. Owns execution of tasks and demonstrates excellent follow through. Drives for Results and fosters a sense of urgency.

REPORTING/WORKING RELATIONSHIPS

• Internal: Sales, Design, Operations, Accounting, Leadership
• External: Clients, Vendors, Manufacturers, Strategic Partners

Education

• Bachelor’s degree required; business-related field preferred

Experience

• Minimum of 3 years of client service or order management experience
• 1–3 years of supervisory or leadership experience required
• Experience in commercial furniture, dealership operations, or a related industry preferred

Technical Skills

• Proficiency in Microsoft Office Suite (Excel, Outlook, Teams)
• Experience with industry systems (e.g., Hedberg, ServiceTRAX, or equivalent) preferred
• Ability to learn and navigate order management and reporting systems

Working Conditions

• In office 4+ days per week
• Fast-paced, deadline-driven environment
• Requires extensive use of a variety of computer software and systems
• Frequent multi-tasking and managing competing priorities
• Interaction with internal teams across different locations

Atmosphere Commercial Interiors provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. In addition to federal law requirements, Atmosphere Commercial Interiors complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.