Client Services Team Lead - Buffalo - Avalon

    Avalon
    Avalon Buffalo

    12 hours ago

    Description

    Client Services Team Lead

    About the Role

    The Client Services Team Leader manages the day-to-day operations of our Client Services department and serves as the first point of contact at our front desk for walk-in clients and visitors. This role ensures a smooth handoff from client intake through delivery by partnering closely with sales, production, and clients. The Team Leader also develops team members, strengthens processes, and helps us deliver a consistently outstanding client experience.

    Key Responsibilities

    Leadership and Team Management

    • Hire and onboard entry-level Client Services team members
    • Train new team members on policies, procedures, and service standards
    • Organize schedules and assign work to meet department needs
    • Conduct timely, constructive performance evaluations and 1:1 meetings
    • Handle discipline and terminations in alignment with company policy

    Client Service and Operations

    • Serve as the front-desk point of contact for walk-in clients, visitors, and incoming inquiries
    • Provide walk-in clients with product and service information
    • Coordinate project pickups and deliveries with sales and Client Services team members
    • Assist with pickups and deliveries using a company vehicle
    • Gather and confirm client instructions at the time of project intake
    • Ensure all required materials are on hand and purchase specialty items as needed
    • Input project details into Print Job Manager for accurate production
    • Price and invoice assigned projects
    • Provide quotes for walk-ins, new clients, and small accounts
    • Oversee shipping and handling of all client projects
    • Troubleshoot and resolve project issues directly with clients
    • Perform final quality checks before projects leave the department
    • Recommend updates or improvements to service procedures
    • Communicate supply needs to the department leader
    • Maintain a clean company vehicle and report maintenance needs
    • Coordinate office meetups as needed
    • Complete additional duties assigned by management

    Skills and Abilities

    • Strong time management, communication, and attention to detail
    • Critical thinking and problem-solving skills
    • Ability to operate common office and production equipment (computers, scanners, copiers, printers)
    • Basic math and computer proficiency
    • Experience with Microsoft Office; NetSuite preferred

    Education and Experience

    • High school diploma required; associate degree in business or related field preferred
    • 1–2 years of experience in customer service, sales support, or administrative roles
    • Previous experience in a team leader or supervisory role strongly preferred

    Physical Requirements

    • Standing for extended periods
    • Frequent phone communication
    • Ability to lift up to 50 pounds
    • Ability to drive a motor vehicle

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