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Description

JOB TITLE: Supervisor, Exhibitor Services (On-Site)

DIVISION: Exhibitor Services

REPORTS TO: Assistant Director, Exhibitor Services (On‑Site)

FLSA: Hourly, Non‑Exempt

WORK ARRANGEMENT: On‑Site Support

TRAVEL: 40% or more, based on business needs and event requirements

BASIC PURPOSE

The Supervisor, Exhibitor Services is a frontline, working supervisor responsible for coordinating daily workflows and providing hands‑on exhibitor support while guiding and supporting Exhibitor Services Specialists (Levels I, II, and III). This role exists to ensure consistent service delivery, adherence to established procedures, and effective real‑time issue resolution during internal operations and live events.

Supervisors are expected to regularly perform the same service and operational tasks as the Specialists they support, while also providing day‑to‑day guidance, coaching, and escalation support. The role operates within established policies, standard operating procedures (SOPs), and defined authority limits, with final decision‑making responsibility retained by management.

This position is non‑exempt and eligible for overtime. All time worked must be accurately recorded.

Requirements

ESSENTIAL JOB DUTIES

Hands‑On Exhibitor Service & Operational Execution

• Regularly perform frontline exhibitor service work, including phone, email, chat, desk coverage, case handling, and on‑site service support.
• Execute pre‑show, live‑event, and post‑event tasks in accordance with SOPs, deadlines, and service standards.
• Support peak volumes and event demands by actively participating in daily workload alongside Specialists.

Workflow Coordination & Daily Oversight

• Coordinate daily workflows across assigned teams and support channels.
• Monitor volume, queue status, and event timelines; redistribute work within established guidelines.
• Ensure required documentation, case notes, and handoffs are completed accurately and on time.

People Guidance & Coaching (Non‑Managerial)

• Provide day‑to‑day direction, observational coaching, and feedback to Specialists.
• Conduct regular check‑ins focused on performance, skill development, and service quality.
• Support onboarding and training of new Specialists and reinforce skill progression aligned to Specialist I/II/III expectations.

Escalation Handling & Issue Resolution

• Serve as the first escalation point for complex exhibitor issues, order discrepancies, billing questions, and service exceptions.
• Apply approved SOPs and resolution guidelines when addressing issues.
• Escalate matters requiring exceptions or policy deviations to the Assistant Director with documented recommendations.

Compliance & Performance Monitoring

• Monitor individual and team adherence to service standards, quality expectations, safety requirements, and documentation guidelines.
• Address performance concerns through coaching and partnership with the Assistant Director and HR.
• Reinforce role boundaries between Specialist responsibilities and supervisory guidance.

Cross‑Functional & Event Collaboration

• Partner with Operations, Sales, Finance, Technology, and other stakeholders to support smooth event execution.
• Coordinate with Internal and On‑Site leaders to ensure consistent communication and clean operational handoffs.
• Support event execution, including extended hours, evenings, weekends, and travel as required by assignment.

REQUIREMENTS AND SKILLS

• Experience providing hands‑on customer service or operational support in a fast‑paced environment.
• Demonstrated ability to guide, coach, or coordinate peers while performing the same core work.
• Strong working knowledge of service workflows, issue resolution, and SOP‑driven execution.
• Ability to apply established procedures consistently and escalate issues appropriately.
• Effective communication, conflict‑resolution, and teamwork skills.
• Proficiency with Microsoft Office and CRM systems; Salesforce experience strongly preferred.
• Ability and availability to work overtime, evenings, weekends, and travel as required.

CORPORATE REQUIREMENTS

• 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.

This job description reflects the essential functions of the role and does not prescribe or restrict the tasks that may be assigned. Duties and responsibilities may evolve based on business needs.

Equal Employment Opportunity Statement

Shepard is an Equal Opportunity Employer and is committed to providing equal employment opportunities to all employees and applicants for employment in compliance with applicable federal, state, and local laws, including the California Fair Employment and Housing Act (FEHA). Employment decisions are made without regard to race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, and related medical conditions), gender, gender identity or expression, sexual orientation, national origin or ancestry, age, marital status, medical condition, genetic information, physical or mental disability, military or veteran status, or any other status protected by law. All employment decisions are based on legitimate business needs, job requirements, individual qualifications, and merit.