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Title

Client Services Manager 

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  
Category Client Services  
Description

The Client Services Manager acts as a liaison between RES and its customers. This person works to resolve problems and ensure that products/services are delivered timely and as expected. A Client Services Manager has a minimum revenue requirement to manage of $3,000,000, which includes most shows that are valued at less than $500,000.

Account Management, Customer-Focused Culture (60%)

  • As first point of escalation for customer concerns, guide and supervise staff in the resolution process, verifying customer satisfaction.
  • Represents the “voice” of the customer in internal planning sessions to ensure all views are understood as planning decisions are made.
  • Provides education to the organization on our customers in order to ensure the entire organization is aligned with customer expectations.
  • Provides key account contact and information in support of sales and marketing initiatives.
  • Oversees all elements of contractual agreements, pricing confirmations, proposals, estimate verification, and processing of all customer orders.
  • Provides customers with general assistance, requested information, and problem resolution as required to ensure company’s position as a “preferred vendor”.
  • Researches and supports new business opportunities within existing accounts. Presents customer opportunities to management as appropriate.
  • Identifies and works with appropriate parties to resolve resource problems as required.
  • Oversees development and communication of custom customer/product reports/ documentation that add value to the partnership.
  • Supports Customer Focus by effectively resolving emergency situations regarding customer orders due to insufficient resources, system errors, and delays in production, and warehouse or carrier issues. Negotiates schedule changes with customers as required.

Trusted Partner to Customers (20%)

  • Serves as the main point of contact for our customers acting as a liaison between external and internal customers.
  • Develops and provides custom customer/product reports that add value to the partnership.
  • Actively sources definitive promotional and scheduling information from customers to provide information to production/scheduling to support forecasting initiatives and the maintenance of appropriate inventory levels as required.
  • Supports Customer Focus by effectively resolving emergency situations regarding customer orders due to insufficient inventory, system errors, and delays in production, and warehouse or carrier issues. Negotiates schedule changes with customers as required.
  • Possesses extensive knowledge of products and their applications and recognizes opportunities to better serve our customers.

Workflow Management, Process Improvements (10%)

  • Records customer complaints for assigned customer accounts and submits trending information to VP CS. Works with appropriate departments to implement actions that will eliminate or reduce the issue.
  • Identifies and implements ways to streamline and improve efficiencies.
  • Assists in standardizing and documenting processes
  • Provides quarterly customer reports/presentations to Sales and Customer Service in regards to customer intelligence, promotions, complaints, trends etc.
  • Maximize department workload capacity rate to 80%/20%.
  • Identifies and implements ways to streamline and improve efficiency. Challenges the way it has always been done. Ensures processes are documented and standardized.
  • Identifies the impact of technology on business processes to ensure that it is used to maximum advantage.
  • Ensure compliance with all travel, expense, and reporting policies.

Accurate Customer Information Easily Accessible (10%)

  • Oversees publication of quarterly customer survey reports on our customers.
  • Ensures a comprehensive picture of everything customer related is standardized, easily accessible and updated regularly.

 

 
Full-Time/Part-Time Full-Time  
Shift Days  
Position Client Services Manager  
Number of Openings 1  
Exempt/Non-Exempt Exempt  
Location Rochester, NY Office  
About the Organization Respect the past. Work hard to ensure a future.

Early Years
For 30 years Vince Leonardo managed the in-house tradeshow department at Rochester, New York-based, Bausch & Lomb, one of the world's largest suppliers of eye health products, including contact lenses, lens care products, medicines, and implants for eye diseases. When the company decided to out-source the department, Vince started RES (Rochester Exhibit Services) and his first major client was Bausch & Lomb. Vince also opened an event company, LT Rentals, to serve both consumer and trade event business.

Today
Both businesses prospered and after 20 years, Vince turned the company reigns over to his son, James Leonardo, who has led the growth of RES, becoming one of the nation's top 50 tradeshow and event organizations - named by EVENT MARKETER magazine in their annual profile of top industry performers.

Future
Given our heritage, RES has one foot in the corporate world and one foot in the service world. This combination provides the RES team with visibility into the needs, wants, and expectations of our corporate clientele AND insights into the services and resources needed to drive tradeshow and event program performance, today and tomorrow. The end-result: YOU COMMAND THE FLOOR in a hypercompetitive tradeshow filled with competing stimuli and the noise of business.  

This position is currently accepting applications.

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