Client Services Lead - SPS-North America

Job Title: Client Services Lead

Reports To:The Client Services Lead will report to the Client Services Supervisor, Client Services Manager, or equivalent leadership. 

Job Overview: 

The Client Services Lead provides exceptional oversight and administration of office and mail services, delivering operational functions in the following areas:  processing of inbound/outbound mail, distributing/delivering mail, shipping and receiving products and supplies to support onsite business service center, replenishing/organizing/ordering office supplies (pens, paper, toner), insuring copy/print machines are functional and stocked, serving as a backup to the front of office (reception/concierge), and providing light maintenance/cleaning. This position leads (with the direction of the supervisor) the client services onsite. 

Overall, this position continuously offers the highest level of service to all client and SPS employees while maintaining a professional image of the company by providing prompt, courteous, and efficient service. 

Duties and Responsibilities: 

• Provides 5-star customer service to all employees (in all forms of communication). 
• Receives inbound mail/packages and sorts incoming mail and inputs into chain of custody software package. 
• Manages outgoing mail/package transactions. 
• Performs duties associated with shipping and receiving of materials. 
• Notifies employees upon receipt of inbound deliveries. 
• Distributes mail/packages to company personnel. 
• Acts as point of contact for company personnel on mail/package inquiries. 
• Performs daily key ops of convenience multi-function devices (ensuring functionality, replenishing toner/paper). 
• Submit work orders for certain requests. 
• Service and replenish the barista, pantry, conference, kitchen, or meeting areas. 
• Will perform meeting room and conference room set ups. 
• May perform building occupant moves within assigned facilities. 
• Will perform light maintenance and cleaning duties as assigned. 
• Maintains the Business Service Center area in a neat and orderly fashion. 
• Monitors level of office supplies on the floor, and replenishing and orders accordingly. 
• Assists with copy/print orders and/or monitoring the copy/print equipment for satisfactory functionality. 
• Proactively seeks out additional work during downtime. 
• Builds professional relationships with customers and other teams. 
• Maintains professionalism and composure when interacting with all employees. 
• Trains back-up and providing guidance on policies and procedures. 
• Determines what additional support is needed when handling sensitive inquiries. 
• Provides exceptional customer service to client. 
• Provides reception or concierge (front of office) coverage as needed. 
• Assign tasks to team members. 
• Determines the completion timeline and monitors progress to keep the project on track and on schedule. 
• Communicates clear instructions to team members. 
• Creates and distributes reports to update the company on the team's progress. 
• Works in conjunction with supervisor to determine day-to-day operational needs at the site. 

Competencies: 

• Strong verbal and written communication skills. 
• Excellent customer service skills. 
• PC skills – MS Office Suite experience. 
• Ability to handle multiple tasks simultaneously. 
• Good organizational skills. 
• Working knowledge of MFD equipment. 
• Requires knowledge and understanding of shipping/receiving procedures and ability to comprehend instructions. 
• Possesses the ability to work independently and is capable of completing projects. 
• Ability to determine the correct method and packing material as well as validate packing slips for accuracy of incoming and outgoing materials. 

Qualifications and Education Requirements: 

• High School Diploma (or equivalent) required.  
• 2+ years prior work experience preferred. 
• 1+ year of lead experience preferred, or the equivalent of professional experiences. 
• Ability to work assigned work hours determined by the manager.  
• Excellent organizational and time management skills. 
• Analytical abilities and aptitude in problem-solving. 
• Superb written and verbal communication skills. 
• Current knowledge or ability to learn computer-based systems required for functions of position. 
• Required to maintain an overall professional appearance and attitude. 
• Adhere to all policies and procedures required. 
• Training and Leadership proven abilities to organize, motivate, and retain team. 

Physical Demands: 

• Approximately 50% of the time this position requires the below physical demands. 
• Fine and/or gross motor skills, including the ability to grasp, lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 60 lbs. 
• Ability to walk, bend, kneel, stand, and/or sit for an extended period of time. 
• Manual dexterity is required for operating office machinery (phone, copy machines, binding equipment, etc.). 
• Ability to lift or move 40 lbs. or greater frequently. 

Travel: None or Negligible 

Other Duties: 

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.