This position involves coordinating and participating in all aspects of the customer service process, including client order entry and management, report distribution, and project-related service coordination. The role requires effective communication skills and a commitment to executing AGS’ values and quality of service, aiming to position the company as a leading exposition provider.

Essential Duties & Responsibilities:

• Completes all tasks in a timely manner, including processing event paperwork, exhibitor service account details/updates, payment processing, and required production reporting.
• Executes timely communications to customers, including invoicing, estimates, and other project-related details.
• Responsible for portions of the event auditing process as assigned by the supervising manager or team lead.
• Coordinates on-site service needs through established methods of paperwork processing and customer order acquisition/execution.
• Acts as on-site liaison for all AGS services for exhibitors.
• Executes order management procedures for both Online Ordering and standard ordering methods.
• Assists in the coordination of project logistical information, including posting material information on company website systems, both internal and external.
• Pulls, organizes, and communicates third-party service details, including freight manifests and custom furnishing providers.
• Produces order reports for AGS Operations staff as required.
• Ensures that all service coordination activities exceed customer and staff expectations.
• Identifies service complications to team members and supervisors when impediments to fulfillment exist.
• Prepares and executes information packets for service providers and customers as necessary.
• Monitors and answers main phone lines, directing communications to appropriate staff.
• Addresses and resolves customer questions about event services and related event details.
• Assists in monitoring event service communication channels, including email, on-site company phones, fax systems, and online ordering.
• Performs other assigned duties as necessary to manage the department.

Desired Skills and Qualifications:

• Processes orders, prepares correspondence, and fulfills customer needs to ensure satisfaction.
• Listens to and understands customers’ needs, translating them into actionable tasks.
• Communicates clearly and concisely, adjusting language and terminology based on the audience.
• Multi-tasks, addressing simultaneous project/event assignments, including pre- and post-project problem resolution.
• Capable of executing instructions and using pre-established guidelines to perform job functions.
• Functions well in a teamwork environment, using collaboration and open dialogue to resolve issues.
• Possesses intermediate knowledge of commonly used concepts, practices, and procedures within the trade show and events industry.
• Continually upgrades personal knowledge of trade show service policies and best practices for issue resolution.
• Keeps team members informed, leveraging their skills, experience, and knowledge to address customer needs effectively.
• Holds self-accountable for individual performance goals identified and measured per job requirements and managerial feedback.
• Works closely with supervisors, managers, or project team leads to obtain customer need response protocols, problem resolution steps, and per-project goals.
• Capable of leading on-site or office teams, assisting managers/directors with training team members and process execution.

Work Hours: This position requires in-office availability during main business hours, 8:00 AM to 5:00 PM, Monday through Friday. Flexibility relative to a wide range of scheduled productions/events may be required. Availability to work evenings and weekends when required to coordinate business may be occasional.

Travel Requirements: State and national travel will be required based on production needs.

Education and/or Experience: High school diploma or general equivalency, including 3-5 years of related work experience.

Mathematical/Computer Skills:

• General math
• Must be able to type all correspondence and have at least “intermediate” knowledge of Microsoft Word, Outlook, Publisher, Power Point and Excel.
• Must be capable of learning company specific software/programs.

Language Skills: English

Physical Demands: Must be able to lift small boxes and equipment to perform job.