Client Services Team Lead
About The Position
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.
Requirements
- Bachelor’s degree required; business-related field preferred
- 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
- Proficiency in Microsoft Office Suite (Excel, Outlook, Teams)
- Ability to learn and navigate order management and reporting systems
Nice To Haves
- Experience with industry systems (e.g., Hedberg, ServiceTRAX, or equivalent) preferred
Responsibilities
- 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
- 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
- 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
- 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
- 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
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
