Client Service Lead

Client Service Lead

New York, New York, United States

Position Summary: The Client Service Lead - Mailroom plays a vital role in supporting the Client Service Manager by overseeing the daily operations of mailroom services, including shipping, receiving, courier services, and workplace support. This position is essential for ensuring accurate, safe, and efficient service delivery that aligns with WPP standards, site procedures, and customer service expectations.

Schedule: This position operates Monday through Friday, from 8:30 a.m. to 5:30 p.m., excluding designated holidays. The Client Service Lead is also responsible for planning coverage during absences and emergencies.

Responsibilities:

• Lead and manage daily operations related to the mailroom, including shipping, receiving, courier services, package tracking, and delivery.
• Coordinate various services such as carrier services, supply requests, conference room support, catering escorts, IT shipments, leaver boxes, and return-to-vendor activities.
• Ensure that all mail, packages, and materials are received, processed, documented, routed, stored, and delivered in accordance with WPP procedures and safety requirements.
• Address customer service issues, track missing shipments, expedite priority requests, and escalate concerns as necessary.
• Maintain all mailroom equipment, postage meters, supplies, copy room paper replenishment, tracking systems, and manual backup processes.

Leadership, Reporting, and Qualifications:

This role includes assisting with the day-to-day supervision of mailroom and logistics personnel, which encompasses staffing coverage, training, route support, workload prioritization, complaint resolution, and issue escalation. The Client Service Lead will also support reporting on mail/package volume, shipping activity, postage and express mail costs, exceptions, service levels, project updates, and quarterly business review inputs.

Qualifications:

• A minimum of one year of experience in customer service, mailroom operations, shipping, receiving, or logistics.
• Familiarity with mail services, carrier systems, package handling, and domestic/international shipping procedures.
• Demonstrated ability to lead daily operations, train team members, communicate effectively with stakeholders, resolve concerns, and manage multiple priorities.
• Strong attention to detail, safety awareness, organizational skills, and experience with tracking or proof-of-delivery systems are preferred.
• Excellent verbal and written communication skills, along with proficiency in Excel and PowerPoint.

Compensation: The expected compensation is an estimate, and the final offer will depend on skills, experience, location, and other job-related factors. Vacancy Status: This posting is for an existing vacancy.

Pay Range

$23 - $23 USD

What We Offer:

• Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities.
• Learning & Development: At SPS, we promote a work culture of learning so that you can develop to be the best at what you do.
• We Recognize Talent: We offer a variety of recognition programs for all levels of employees.
• Paid Time Off: Full time: Minimum of 80 hours/calendar year. Part time/temporary: Minimum of 1 hour for every 30 hours worked. PTO amounts may increase based on tenure and/or the assigned account. PTO allows employees to take approved time off for any reason.
• Bonuses: Are available for employee and client referrals for current employees.
• Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking Pre-Tax Plans, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, and Entertainment Discounts. Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.