Client Services Account Specialist Team Lead

Job Description

Job Description

We are seeking someone motivated, organized, and dependable to join our Client Services Team as an Account Specialist Team Lead . This role will be focused on client relationships and merchandising client webstores.

Position Summary:

This position serves as a working leader responsible for supporting key client accounts while providing day-to-day guidance, coaching, and support to the Client Services team. This position ensures exceptional customer service, efficient execution of client programs, and consistent team performance while partnering closely with the Client Services Department Manager and other key stakeholders to achieve organizational goals.

Essential Functions:

Leadership

• Provide day-to-day leadership, guidance, and support to Account Specialists team members.
• Assist in training, onboarding, and mentoring team members on processes, systems, client service standards, and best practices.
• Monitor team workload and assist with resource allocation to ensure timely completion of projects and client requests.
• Promote a collaborative, customer-focused team environment that supports continuous improvement and accountability.
• Identify opportunities to improve workflows, increase efficiency, and enhance the client experience.
• Serve as an escalation point for complex client issues, order concerns, and service-related challenges.

Client Account Management

• Work with Account Executives on shared accounts, cultivating relationships with corporate clients via phone, email, and meetings.
• Facilitate corporate program requests including product additions and substitutions, pricing updates, employee reward programs and spot buys.
• Research products, prepare digital presentations and pricing, and recommend solutions that align with client objectives.
• Review and submit client purchase orders. Coordinate merchandise returns and exchanges.
• Analyze order status and inventory reports weekly to ensure deadlines are met. Provide proactive updates on order status, inventory availability, and project timelines.
• Proactively communicate client program details, schedules, and updates with internal departments.
• Maintain expertise in Threads' offered products, including apparel types, fabrics, and garment customization methods.
• Utilize electronic resources including ERP software, VOIP phone systems, service ticketing, Excel, and PowerPoint as well as platforms for ecommerce product management and project management.
• Merchandises client webstores by updating products, descriptions, pricing, images, and availability.

Knowledge, Skills, and Abilities:

• 5+ Sales support or account coordination experience required.
• Excellent verbal and written communication with strong customer service skills.
• Proficiency in Microsoft Outlook, Excel, PowerPoint, and ERP/order processing software.
• Strong organizational skills with the ability to manage multiple projects and meet deadlines.
• Detail-oriented with experience tracking orders, inventory, and client requests needed.
• Organized, dependable, and self-motivated team player.
• 2+ years in progressive leadership or responsibility roles
• Preferred: Apparel industry, promotional products, or e-commerce merchandising experience.

All offers of employment at Threads Uniform Agency are contingent upon clear results of a thorough background check. Background checks will be conducted on all final candidates.

Background checks will include:

• Social Security Verification: validates the applicant's Social Security number, date of birth and former addresses.
• Criminal History: includes review of criminal convictions and probation. The following factors will be considered for applicants with a criminal history:
  • The nature of the crime and its relationship to the position.
  • The time since the conviction.
  • The number (if more than one) of convictions.
  • Whether hiring, transferring or promoting the applicant would pose an unreasonable risk to the business, its employees or its customers and vendors.