Location: In-Office (Indianapolis Area)
Reports To: COO (David Kahn)
Role Type: Client Service Representative
Role Purpose
This role exists to ensure every order is executed with accuracy, speed, and communication from the moment a deal is closed through final delivery.
The Client Success Rep owns the backend execution of all orders, supports product research and selection, builds and manages online stores, and serves as a trusted partner to the Sales Rep—ensuring a seamless client experience while allowing Sales to focus on relationships and revenue growth.
Core Values & Expectations
At Team Image, every team member is expected to consistently demonstrate our Core Values:
- We Care – Our people and clients matter. We build strong relationships and support our team.
- We Rep the Brand – We show up with energy, pride, and professionalism every time.
- We Own It – We take responsibility, solve problems, and follow through.
- We Learn. We Teach. We Grow. – We stay coachable, improve daily, and help others grow.
Expectation: Performance is measured not only by results, but by how consistently these values are demonstrated.
5 Key Responsibilities
- Order Execution & Management
Own the full lifecycle of every order from submission through delivery, ensuring accuracy and strong setup from the start.
- Enter and process orders accurately in internal systems
- Confirm pricing, margins, and all order details
- Submit purchase orders to suppliers and vendors
- Manage artwork proofs and client approvals
- Research product options and support item selection when needed
Outcome: Orders are set up correctly, with the right products selected, and executed without errors.
- Supplier & Production Coordination
Coordinate with vendors and production teams to ensure timely and accurate execution.
- Check inventory, availability, and lead times
- Confirm decoration methods and production details
- Coordinate timelines with suppliers and production
- Communicate proactively to prevent delays
- Resolve vendor-related issues quickly
Outcome: Orders move through production efficiently and stay on schedule.
- Order Tracking & Issue Resolution
Monitor order progress and proactively manage any issues that arise.
- Track production status, shipping, and delivery timelines
- Communicate updates to clients and Sales Rep
- Manage backorders, delays, and changes
- Resolve damages, errors, or production issues
- Handle rush requests and last-minute adjustments
Outcome: Orders stay on track and issues are resolved quickly with minimal disruption.
- Client & Sales Rep Communication
Serve as the day-to-day communication partner for both clients and Sales, ensuring constant alignment.
- Provide timely updates, proofs, and tracking information
- Respond to client questions and requests
- Maintain clear, professional, and proactive communication
- Partner closely with Sales Rep on account priorities and needs
- Ensure alignment between client expectations and execution
Outcome: Clients feel informed and supported, and Sales operates with full confidence and clarity.
- Online Stores, Account Support & Operational Organization
Support account efficiency, build online stores, and maintain strong internal organization.
- Build and manage online stores for clients and programs
- Manage reorders and repeat order processes
- Maintain client records, artwork files, and order history
- Assist with product research and quoting support
- Keep systems, files, and workflows clean and organized
Outcome: Accounts are organized, online stores are executed effectively, and clients are set up for repeat success.
Measurables (Scorecard)
- Order Accuracy %
- On-Time Delivery %
- Orders Processed Weekly
- Response Time to Clients & Sales
- Issue Resolution Time
Key Skills & Competencies
- High attention to detail and organization
- Strong communication and responsiveness
- Ability to manage multiple orders and deadlines
- Problem-solving and adaptability
- Ability to make decisions on product selection and execution
- Team-oriented mindset and accountability
Work Environment & Expectations
- In-office role (Indianapolis area)
- Daily collaboration with Sales and Operations teams
- Fast-paced, deadline-driven environment
- High level of responsiveness and ownership required
Compensation & Incentive Structure
- Base Salary: $40-$50k – Based on industry experience
- Bonus Opportunity: Based on performance (accuracy, speed, communication, client experience)
- Paid Time Off: 2 weeks annually
Success Definition (First 90 Days)
- Orders are processed accurately with minimal errors
- Strong understanding of systems, vendors, and workflow
- Effective communication with clients and Sales Rep
- Ability to manage multiple orders independently
- Online stores built and maintained successfully
- Positive integration with Sales and Operations teams
Role Expectation
This role requires a high level of ownership, organization, and communication. The Client Success Rep is responsible for executing every order flawlessly, making smart decisions on details and product selection, and operating as a trusted partner to the Sales Rep.
Strong communication with the Sales Rep is critical to success. This role must ensure alignment, clarity, and proactive updates at all times.
