Shepard

The Exhibitor Services Specialist - On-Site position provides on-site exhibitor support during trade shows and events nationwide. This role is customer-facing and operationally focused, assisting with order entry, logistics coordination, troubleshooting, billing, and real-time service resolution. Responsibilities include accurate data processing, empathetic problem-solving, and advocating for exhibitor needs during high-traffic, high-pressure environments. Frequent travel is necessary for the position, and working overtime, nights, weekends and some holidays are required. Candidates for this role can be based in the following metro areas: Baltimore, MD, Atlanta, GA, Orlando, FL, Las Vegas, NV or Houston, TX.

Responsibilities and Essential Job Duties

• Serve as a primary point of contact for exhibitors at show sites, delivering front-line support across a range of services
• Manage face-to-face, phone, and email inquiries with professionalism, accuracy, and empathy
• Provide proactive, consultative guidance to exhibitors regarding service options, pricing, and logistical best practices
• Support exhibitors through on-site order entry, product and service education, and troubleshooting
• Calculate and communicate material handling and outbound shipping charges
• Enter exhibitor data, order updates, and billing information accurately in Salesforce and related systems
• Pack and unpack show site equipment, maintaining clean and organized service desk and supply inventory
• Perform service desk functions including real-time order processing, payment collection, and invoice auditing
• Communicate complex logistical requirements in accessible, customer-friendly terms
• Ensure data accuracy, timely reporting, and compliance with company SOPs throughout the event lifecycle
• Collect feedback to improve service delivery and collaborate with internal teams for issue escalation or resolution
• Demonstrate adaptability, composure, and collaboration during live event operations

Requirements

• 1–3 years of customer service experience, preferably in trade shows, events, or logistics
• Strong verbal and written communication skills; capable of translating complex information clearly
• Proficient in Microsoft Office; advanced Excel and Salesforce experience preferred
• Exceptional organizational and time management abilities, especially in high-pressure environments
• Demonstrated ability to resolve problems independently and with empathy
• Perform the department’s internal and on-site event support functions as outlined which may involve traveling to event sites nationwide as scheduled.
• Comfortable with travel requirements (30% and above) and extended work hours during events
• Position requires overtime, including evenings, weekends and holidays
• High School Diploma required; college coursework or degree preferred
• Demonstrate Core Values of Caring, Commitment, Integrity, Spirit, Responsiveness, Inclusivity, and Teamwork
• Act as a responsible ESOP owner by making decisions that benefit the client and company daily
• Provide exceptional internal and external customer service in accordance with Shepard’s Blue Diamond Customer Service Program

Please note that the roles and responsibilities outlined in this job description are not exhaustive and may be subject to change. Additional tasks may be assigned as needed to meet the evolving needs of the company.

Benefits

• Medical
• Dental
• Vision
• Life and Disability Insurance
• 401 (k)