Client Service Lead

Job Description

Job Description

Client Service Lead

???? East Rutherford, New Jersey
On-site

The Client Service Lead provides hands-on leadership and daily operational oversight for an integrated workplace-services operation that may include mailroom and shipping services, office services, hospitality and pantry support, conference-room readiness, reception, visitor management, and administrative support. The Lead serves as a primary day-to-day point of contact for the client, employees, visitors, vendors, and the SPS management team while also performing frontline responsibilities as business needs require.

This position is responsible for organizing workflow, assigning tasks, supporting and coaching team members, monitoring service levels, maintaining accurate operational documentation, and ensuring a professional and consistent client experience. The ideal candidate is service-oriented, organized, dependable, comfortable leading by example, and able to respond calmly to changing priorities in a fast-paced corporate environment.

Essential Duties and Responsibilities

Team Leadership and Daily Operations
• Lead daily start-of-shift huddles, review priorities, assign coverage, and communicate client updates, special events, executive visits, and operational changes.
• Coordinate schedules, breaks, lunches, and workstation coverage to maintain uninterrupted service during operating hours.
• Provide hands-on support across mailroom, office-services, hospitality, and reception functions during peak periods, absences, or unexpected workload increases.
• Train and coach team members on standard operating procedures, technology, customer-service expectations, safety requirements, and site-specific protocols.

Client Service and Communication
• Serve as the primary on-site contact for routine client requests, service updates, and operational questions, escalating sensitive or high-impact matters as required.
• Build productive relationships with client stakeholders, employees, security, property management, vendors, couriers, and contractors.
• Respond to requests promptly, communicate realistic completion timelines, and confirm that issues are resolved to the client's satisfaction.

Mailroom, Shipping, and Receiving
• Oversee the receipt, sorting, tracking, routing, and timely delivery of incoming mail, accountable mail, packages, interoffice items, and courier deliveries.
• Process outgoing domestic and international shipments using approved carrier systems, client billing codes, and documented shipping procedures.
• Maintain chain of custody for accountable, confidential, high-value, or time-sensitive items and ensure required signatures are captured.
• Monitor shared mailboxes, service tickets, package-notification systems, handheld devices, lockers, and other mailroom technologies.
• Coordinate messenger and courier requests, scheduled pickups, freight activity, and vendor deliveries while following building and security procedures.

Office Services and Workplace Support
• Coordinate print, copy, scan, binding, finishing, records-routing, supply, and general administrative requests within the approved service scope.
• Maintain conference-room and common-area readiness, including room resets, furniture alignment, supply replenishment, and escalation of cleaning or maintenance needs.
• Monitor office, pantry, shipping, and print supplies; maintain appropriate inventory levels and submit replenishment requests before shortages occur.
• Perform workplace walkthroughs and report safety concerns, equipment failures, spills, temperature issues, lighting problems, or other facility conditions.

Reception and Front-of-House Services
• Provide a polished, welcoming, and professional experience for employees, guests, candidates, executives, and vendors.
• Manage visitor registration, host notifications, badges, arrival instructions, and waiting areas in accordance with client security requirements.
• Answer, screen, and route calls and inquiries; monitor reception email, calendars, reservation tools, and service-request channels.

Quality, Compliance, and Reporting
• Ensure consistent compliance with SPS policies, client requirements, standard operating procedures, safety rules, and applicable shipping regulations.
• Complete opening, closing, inspection, inventory, and quality-control checklists and maintain accurate service documentation.
• Track operational metrics such as package and mail volumes, service requests, turnaround time, visitor activity, supply usage, equipment downtime, and service exceptions. Qualifications

• High school diploma or GED required; associate degree or relevant professional training preferred.
• Two or more years of experience in mailroom, office services, reception, hospitality, facilities support, or a related client-service environment.
• Previous lead, supervisory, or workflow-coordination experience strongly preferred.
• Proficiency with Microsoft Outlook, Word, Excel, Teams, and common workplace-service or visitor-management systems.
• Experience with shipping platforms, postage equipment, package-tracking systems, multifunction devices, and service-ticket tools preferred.
• Strong verbal and written communication, customer-service, organization, problem-solving, and time-management skills.
• Ability to prioritize competing requests, maintain accuracy under pressure, and use sound judgment when escalating issues.
• Ability to work independently, lead by example, and collaborate effectively with employees at all organizational levels.

Core Competencies
• Client focus and hospitality mindset
• Operational ownership and follow-through
• Team leadership and coaching
• Professional communication and discretion
• Attention to detail and quality control
• Adaptability and calm decision-making
• Technology proficiency and process discipline
• Safety, security, and compliance awareness

Physical and Work Requirements
• Ability to remain on-site and move throughout the assigned workplace for extended periods.
• Ability to stand, walk, sit, bend, reach, and use office, shipping, and material-handling equipment as required.
• Ability to lift, carry, push, or pull packages and supplies up to 50 pounds, with reasonable accommodation where applicable.
• Ability to work at a reception desk, computer workstation, mailroom counter, loading area, or other assigned service location.
• Flexibility to adjust work hours based on client operating needs, special events, coverage requirements, or emergencies.

Performance Expectations
• Maintain reliable service coverage and ensure daily tasks are completed accurately and on time.
• Demonstrate visible leadership, responsiveness, professionalism, and accountability.
• Meet established service-level, quality, safety, attendance, and client-satisfaction expectations.
• Communicate risks, delays, staffing gaps, and service exceptions early, with recommended next steps.
• Continuously seek opportunities to improve efficiency, consistency, and the workplace experience.

Travel: N/A

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

$22—$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.

About SPS

SPS is a global workplace solutions and business transformation company operating in more than 20 countries . Across North America, we help clients enhance workplace experiences and business operations through services including workplace support, physical and digital mailroom solutions, intelligent document processing, reception and concierge services, and other business support offerings.

Our clients include leading organizations across banking, insurance, legal, higher education, professional services, and many Fortune 500 companies.

At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity and diversity.

SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by applicable law.

Colorado only: We accept applications for an expected minimum of 5 days from the date it is posted. The posting may remain open longer as needed to ensure a robust and inclusive applicant pool.

To ensure a fair and authentic interview process, applicants may not use AI tools or any other form of real-time assistance during interviews.  SPS team members may use transcription or note-taking technology solely to support accurate interview documentation. No AI or automated decision-making tools are used to screen, assess, or select candidates for this role. SPS uses the Greenhouse Applicant Tracking System to facilitate application management and recruiting workflows. Human recruiters and hiring managers review applications and exercise independent judgment throughout the hiring process

SPS offers reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time.

To view our privacy policy, click on the link below:  Data Privacy Statement

Acknowledgement Section: By submitting an application, by hitting "Submit Application", you certify that the information contained in this application is true and complete. You attest to the fact that the answers provided are correct to the best of your knowledge and ability. You certify that you have not knowingly withheld any information that might affect your chances for hiring. You understand that any false information or omission (including any misstatement) on this application or on any document used to secure this employment can be grounds for rejection of application or, if you are employed by SPS can be grounds for immediate termination from this company.