Customer Service Representative

Customer Service Representative

The Customer Service Representative (CSR) plays a critical role in ensuring a superior customer experience and supporting event service requirements. This individual is responsible for order execution, exhibitor support, on-site trade show services, and vendor product shipments.

As a frontline customer contact, the CSR must be organized, detail-oriented, and proactive, with the ability to multi-task and effectively communicate with clients and internal teams. This position requires collaboration with various departments to establish production schedules and ensure smooth execution on-site.

Reports to: Customer Service Representative Manager

Key Responsibilities & Duties

Primary Responsibilities

• Customer Follow-Up & Engagement Assist in customer communication, responding to inquiries, and providing updates to ensure a seamless exhibitor experience.
• Order Management & Data Entry Accurately enter exhibitor orders into the Heritage system, ensuring all customer requests and changes are recorded efficiently.
• Phone & Email Support Answer client calls and emails, addressing their questions, concerns, and service needs in a professional manner.
• On-Site Trade Show Support Assist with customer service operations at trade show venues, ensuring exhibitor needs are met and logistics run smoothly.
• Invoice & Payment Processing Calculate figures such as discounts, commissions, taxes, and total prices for invoicing purposes.
• Production Coordination Collaborate with other departments to establish production schedules and ensure timely execution of services.

Additional Responsibilities

• Travel & On-Site Service Assistance Available for paid travel to trade shows, including overnight stays and weekend/extended hours when necessary.
• Process Improvement & Task Management Identify opportunities for operational improvements, ensuring workflow efficiency.
• Administrative & Office Support Assist with filing, document management, and internal communications.
• Customer Issue Resolution Proactively address and resolve exhibitor concerns, escalating issues when necessary.

Work Environment & Physical Demands

This position is full-time and in-person, requiring regular travel to trade show sites and on-site customer service operations. Travel will be required for event setup, execution, and teardown, and employees must be available for weekend work and extended hours as needed, depending on show schedules.

Frequent periods of sitting, standing, walking, and typing. Ability to lift up to 25 lbs. Periodic bending, reaching, twisting, carrying, pushing, and pulling.

Heritage Exposition Services is a DRUG-FREE WORKPLACE and requires pre-employment drug and background screenings.