Exhibitor Services Sr Specialist

About Us
The Freeman Company is a global leader in events, on a mission to redefine live for a new era. With a data‑driven approach and the industry’s largest network of experts, The Freeman Company’s insights shape exhibitions, exhibits, and events that drive audiences to action. The integrated full‑service solutions leverage a 99‑year legacy in event management as well as new technologies to deliver moments that matter.

Summary
Responsible for the quality management of complex exhibitor orders by proactively reaching out to customers and coordinating with various departments to ensure successful delivery on‑site. Serves an integral part in ensuring a successful on‑site exhibitor experience and supports shows virtually through remote‑service channels. Senior Specialists can consistently and successfully perform all assigned (off‑site or on‑site) functions as well as begin to perform functions for the alternate role.

This position will support our Customer Experience team. It is eligible to work a hybrid schedule, generally requiring work in‑office and/or show‑site 2‑3 days per week. The ideal candidate will be based out of Atlanta, GA.

Essential Duties & Responsibilities

Enter orders, enter exhibitor information, research invoices, and research show information in Freeman billing systems

Provide expert support for all customer needs, which include products and services, billing questions, technical issues, and event related requests

Process, research, and resolve complex requirements, inquiries, and complaints to ensure customer retention and satisfaction

Process and effectively manage inbound leads

Quote prices and credit terms in compliance with Freeman policies and procedures

Maintain current and accurate knowledge of all exhibitor products and services and of the website for exhibitor ordering

Accurately funnel custom requests through lead routing channels

Ensure all systems, production, and order information is accurate

Manages Exhibitor Services contact channels

Performs all functions as assigned to either the off‑site or on‑site team responsibilities, as well additional responsibilities for the alternate role

Fill‑in for Exhibitor Support team as needed by handling inbound phone calls, emails, chats, and leads and maintain the highest level of accuracy, efficiency, and excellent customer service

Proactively identifies, researches, and resolves customer order discrepancies using various methods

Coordinates and interfaces with other internal departments to ensure successful production and/or delivery of complex customer needs across various Freeman services

Analyzes accounts for proper billing procedures and takes necessary action to bill/resolve as necessary

Ensure on‑site teams are aware of changes and prepared for how those changes affect the customer’s needs

Serve as remote service representatives for dedicated show phone/text lines

Assists with training and special projects based on leadership direction

Works to gather specific details around labor needs (electrical, I&D, rigging, etc.) and coordinates with appropriate labor teams

Submits purchase orders for third‑party vendor orders for services such as electrical, internet, and cleaning and confirms delivery of services

Coordinates the setup of the Exhibitor Services desk with Exhibitor Services Show Supervisors and Delivery/IT teams as appropriate

Responsible for large and/or high‑profile events and may serve as single point of contact

Provide to on‑site team recommendations to achieve exhibitor revenue growth and drive the implementation of initiatives to support sales

Education & Experience

3+ year of experience in customer service

High School Diploma or Equivalent with relevant work experience required

Travel Requirements
Travel 25% to 50%

What We Offer

Medical, Dental, Vision Insurance

Tuition Reimbursement

Paid Parental Leave

Life, Accident and Disability

Retirement with Company Match

Paid Time Off

Diversity Commitment
At The Freeman Company, our commitment to diversity and inclusion is helping us to create not only a great place to work, but also an environment where our employees, our customers and our communities around the world can reach their goals and connect with each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status and other characteristic protected by federal, state or local laws.

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