Remote Client Support Representative
Position Summary
The Remote Client Support (Exhibitor Services) Representative provides high-quality, timely support to exhibitors participating in tradeshows, events, and exhibitions. This role supports the U.S.-based Exhibitor Services and Client Support teams with communication, order processing, data management, exhibitor resources, and pre- /post-show preparation.
This position is also responsible for assisting in the creation, updating, formatting, and organizing of Exhibitor Services Kits/Exhibitor Manuals for each show, ensuring accuracy, clarity, and compliance with show requirements.
The representative must be highly organized, detail-oriented, responsive, and proficient in Asana, Google Workspace, and NetSuite.
Key Responsibilities
1. Exhibitor Support & Communication
- Respond to exhibitor inquiries via email, phone, and portal within established service-level expectations.
- Provide clear information regarding show services, order forms, deadlines, pricing, and rules/regulations.
- Assist exhibitors in navigating the online ordering portal, forms, and instructions.
- Escalate complex issues to the Exhibitor Services Supervisor or on-site team.
2. Exhibitor Kit / Manual Creation
- Assist in building, formatting, and updating show-specific Exhibitor Services Kits/Exhibitor Manuals.
- Collect, organize, and validate all content from internal departments (floor plans, deadlines, safety regulations, shipping instructions, labor rules, custom forms, venue policies, graphics specifications, etc.).
- Ensure manuals reflect accurate information, branding standards, and complete vendor requirements.
- Upload, maintain, and version-control all manual documents inside Google Workspace.
- Coordinate updates based on client feedback, venue changes, and internal revisions.
- Support the creation of accessible digital versions (PDF, portal content,
supplemental forms).
3. Order Processing & Data Management
- Enter and manage exhibitor orders in NetSuite, ensuring data accuracy and completeness.
- Review orders for correct pricing, materials, and required supporting documentation.
- Track order statuses and follow up with exhibitors on missing information or payment issues.
- Audit exhibitor lists, portal information, and order summaries prior to deadlines.
4. Pre-Show Preparation
- Assist U.S.-based teams with pre-show deliverables, including order audits, material checks, freight lists, and deadline communication.
- Create Asana tasks to track deadlines, follow-ups, and manual updates.
- Maintain all exhibitor-facing assets in Google Workspace using company folder structures.
5. Post-Show Support & Closeout
- Assist with post-show billing, adjustments, credits, and final invoices in NetSuite.
- Participate in post-show audits, exhibitor feedback collection, and reporting.
- Archive exhibitor documentation, orders, and manuals per company standards.
- Identify opportunities to enhance exhibitor documentation or improve kit/manual formatting.
Required Skills & Qualifications
- Proficiency in Asana, Google Workspace (Drive, Docs, Sheets, Slides), and NetSuite (order entry, invoicing, customer records).
- 1–3 years of customer service, exhibitor services, or administrative support experience.
- Strong written and verbal communication skills with excellent email professionalism.
- Ability to manage high volumes of requests while maintaining accuracy.
- Exceptional attention to detail, especially in written materials and document formatting.
- Ability to work independently in a fully remote environment with reliable internet.
- Comfort learning industry-specific terminology, services, and regulations.
Preferred Skills
- Experience in tradeshows, live event production, hospitality, or logistics.
- Experience creating service manuals, digital kits, resource guides, or customer-facing documentation.
- Familiarity with freight handling, material handling, and general contractor services.
- Experience working in a project management or ticket-driven support system.
Success Metrics
- Timely and accurate response to exhibitor inquiries.
- Accurate order entry and data maintenance in NetSuite.
- On-time delivery of exhibitor kits/manuals with minimal revisions.
- Successful completion of Asana tasks and deadlines.
- Positive exhibitor satisfaction and reduction in escalated issues.
- Strong alignment and communication with U.S.-based exhibitor services teams.