Company Overview:
With over 35 years of experience, Americana Worldwide is a leading provider of trade show logistics, specializing in efficient and reliable transportation services for exhibitors and event organizers. We handle the transportation, and coordinate the setup, and breakdown of trade show materials, ensuring that exhibitors and organizers experience smooth, hassle-free deliveries to venues nationwide. With a deep commitment to customer satisfaction and industry expertise, we manage the unique challenges of trade show logistics, providing tailored solutions to meet the specific needs of each event.
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Position Overview:
We are seeking a detail-oriented and proactive **Account Representative** to join our team. This position is essential in ensuring seamless communication between our customers and operations team, helping manage customer expectations and making sure all aspects of trade show logistics run smoothly. The ideal candidate will have experience in logistics, a strong customer service focus, and a knack for managing complex logistics timelines. Previous experience in the trade show industry is a plus, as you’ll be working closely with clients who need precise, on-time delivery of trade show materials and setups.
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Key Responsibilities:
Client Communication & Updates:
- Monitor and respond to incoming emails from clients, ensuring that all updates and inquiries are relayed promptly and accurately. You’ll be the primary point of contact for customers, providing consistent and professional communication regarding shipment progress, updates, or any changes to schedules, deliveries, or services.
Order Entry & Coordination:
- Accurately enter customer orders into our system, ensuring all details—such as booth sizes, shipping deadlines, and special handling requirements—are captured correctly. Mistakes in order entry can have significant impacts, so attention to detail is paramount. Communicate order details to the operations team to ensure the proper planning and execution of each shipment.
Operations Liaison:
- Act as the communication bridge between the customer account manager and our operations team, ensuring that all client needs are understood and executed. As trade show deadlines are often tight, you will be responsible for coordinating between all teams to ensure on-time delivery, setup, and breakdown of materials.
Tracking & Status Updates:
- Keep customers informed with tracking numbers, estimated delivery times, and updates regarding their shipments. Clients need real-time updates, especially when they’re working on strict timelines for trade show setups. Promptly notify customers of any delays, adjustments, or issues that may affect delivery or setup.
Invoicing & Accounting Support:
- Assist with the invoicing process by ensuring all orders are accurately billed and any discrepancies between service delivery and invoicing are promptly addressed. Work with the accounting team to resolve issues and maintain accuracy in all financial documentation.
Problem Resolution & Escalation:
- Proactively manage customer issues, particularly around tight event timelines, damaged goods, or delayed shipments. You’ll serve as the first line of defense in identifying and solving problems, escalating complex issues to the management team or other departments as necessary to resolve quickly.
Documentation & Record Keeping:
- Ensure all order details, customer communications, updates, and resolutions are documented properly in the system. This includes maintaining accurate and up-to-date files of shipping schedules, tracking numbers, invoices, and any other documentation necessary for operational success.
Customer Service Excellence:
- Provide exceptional customer service by anticipating client needs, addressing any issues, and ensuring that customers feel supported and valued throughout the logistics process. You’ll be expected to foster long-term relationships with clients, providing them with customized solutions that meet the unique demands of trade show logistics.
Trade Show Expertise (A Plus):
- If you have previous experience in the trade show industry, you’ll have a deeper understanding of the nuances of this specialized logistics field. You’ll be expected to manage deadlines, exhibit setups, and event-specific requirements such as time-sensitive deliveries, custom shipping arrangements, and venue-specific requirements. Knowledge of trade show regulations, such as drayage fees and union labor rules, is highly beneficial.
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Qualifications:
Education:
- High school diploma or equivalent required; Bachelor’s degree in business, logistics, or related field preferred.
Experience:
- Minimum of 1-2 years of experience in logistics, account management, or customer service.
- Trade show experience is a plus — particularly familiarity with trade show schedules, material handling, and the unique challenges of transporting and delivering materials to events.
- Experience in the transportation or supply chain industry is also highly valuable.
Skills:
- Strong organizational skills with a keen eye for detail.
- Excellent written and verbal communication skills.
- Ability to manage multiple projects and priorities in a fast-paced environment.
- Problem-solving abilities with a proactive approach to resolving issues.
- Familiarity with logistics and freight operations, particularly in the context of trade show or event logistics.
- Proficiency with Salesforce and Microsoft Office Suite; experience with logistics or TMS (Transportation Management Systems) software is a plus.
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Why Join Us?
At Americana Worldwide, we offer a collaborative and dynamic work environment where each team member plays an integral role in ensuring the success of our clients' trade show experiences. By joining our team, you'll have the opportunity to work in the fast-paced world of trade show logistics, with ample opportunities for professional growth and development. We’re committed to maintaining a high standard of service, and we value employees who take pride in contributing to our reputation as a trusted partner in the trade show logistics industry.
Benefits Package:
- PTO and Sick Days
- 401k Plan
- Employer-Contributions to Profit Sharing Account
- Health, Dental, & Vision Insurance
