Client Services Team Lead

PRIMARY FUNCTION

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.

PRINCIPLE DUTIES AND RESPONSIBILITIES

• Team Leadership and Management

  • 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

• Client Services and Order Management

  • 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

• Operational Oversight

  • 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

• Process Improvement and Quality Management

  • 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

• Cross-Functional Collaboration

  • 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

• Supervisory Responsibilities

  • 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

CORE STRENGTHS/ATTRIBUTES

• Communicates/Collaborates Effectively
• Demonstrates Accountability
• Strategizes and Problem Solves
• Leadership skills
• Execution Management

REPORTING/WORKING RELATIONS

• Internal: Sales, Design, Operations, Accounting, Leadership
• External: Clients, Vendors, Manufacturers, Strategic Partners

Education

• Bachelor’s degree required; business-related field preferred

Experience

• 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

Technical Skills

• Proficiency in Microsoft Office Suite (Excel, Outlook, Teams)
• Experience with industry systems (e.g., Hedberg, ServiceTRAX, or equivalent) preferred
• Ability to learn and navigate order management and reporting systems

Working Conditions

• In office 4+ days per week
• Fast-paced, deadline-driven environment
• Requires extensive use of a variety of computer software and systems
• Frequent multi-tasking and managing competing priorities
• Interaction with internal teams across different locations

EEO Statement

Atmosphere Commercial Interiors provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. In addition to federal law requirements, Atmosphere Commercial Interiors complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.