Lead Mailroom Services Associate

Job Description

Job Description: Lead Mailroom AssociateReports To: Client Services Supervisor, Client Services Manager, or equivalent leadershipPosition OverviewThe Lead Mailroom Associate serves as a key resource in the daily coordination and execution of mailroom operations, helping ensure services are delivered accurately, efficiently, and in accordance with client expectations and established service standards. This position performs hands-on mailroom responsibilities while providing day-to-day guidance, workflow coordination, and operational support to other team members.The Lead Mailroom Associate serves as a primary point of contact for routine operational questions, assists with prioritizing daily activities, monitors service quality, and helps resolve issues as they arise. This individual works closely with management, client representatives, and fellow associates to maintain consistent service delivery and identify opportunities to improve operational efficiency.In addition to mailroom responsibilities, this position may support and coordinate activities across other workplace service areas, including document scanning, facilities services, and reception or concierge coverage, based on client needs and operational requirements.The ideal candidate demonstrates strong operational knowledge, leadership capabilities, initiative, and exceptional customer service skills. This individual leads by example, takes ownership of daily operations, and serves as a dependable resource for the team while maintaining a hands-on approach to service delivery.Duties and ResponsibilitiesMailroom Operations & Distribution Perform and coordinate daily mailroom activities, including receiving, sorting, processing, tracking, and distributing incoming mail and packages. Coordinate outgoing mail and shipping transactions, ensuring items are properly prepared, labeled, processed, and shipped within established timelines. Help prioritize daily mailroom activities and assign or coordinate work distribution among team members as appropriate. Ensure mail and packages are handled, stored, tracked, and distributed in accordance with established procedures and security requirements. Maintain accurate records of mail and package receipt, distribution, shipping activity, and other required operational information. Utilize mail tracking and chain-of-custody systems to document and monitor mail and package activity. Serve as a primary point of contact for employee inquiries, shipping requests, delivery concerns, and more complex mailroom-related questions. Assist with shipping and receiving activities, including verifying incoming materials, reviewing packing slips, selecting appropriate packaging materials, and preparing outgoing shipments. Monitor mailroom equipment functionality and coordinate replenishment of postage, paper, labels, packaging materials, and other necessary supplies. Troubleshoot operational issues and determine appropriate solutions, escalating more complex concerns to management when necessary. Ensure mailroom processes, procedures, and service expectations are consistently followed.Daily Workflow Coordination & Team Leadership Provide day-to-day guidance and direction to Mailroom Associates to support the timely and accurate completion of assigned responsibilities. Coordinate daily workflow and help balance workloads based on operational priorities, staffing levels, and client requirements. Serve as the primary operational resource for team members regarding mailroom procedures, equipment, systems, and service expectations. Assist with onboarding, training, and cross-training new and existing team members. Monitor work quality and provide constructive feedback and guidance to support consistent service delivery. Help identify coverage needs and coordinate task distribution to maintain continuity of operations during absences or periods of increased workload. Communicate operational updates, service concerns, and workflow challenges to management. Assist with maintaining and updating standard operating procedures, training materials, checklists, and other operational documentation. Identify opportunities to improve processes, increase efficiency, and enhance the overall client and employee experience. Lead by example by demonstrating accountability, professionalism, and a strong commitment to service excellence.Client & Operational Support Serve as a day-to-day point of contact for routine client and employee inquiries related to mailroom operations and workplace services. Develop and maintain positive working relationships with client representatives, employees, vendors, building management, and SPS leadership. Communicate service updates, operational concerns, and outstanding requests to the appropriate individuals. Assist management with operational reporting, including daily activity logs, service metrics, inventory records, and other assigned reporting requirements. Monitor service levels and help ensure client expectations and established performance standards are consistently met. Identify recurring service issues and recommend solutions or process improvements to management. Assist with coordinating vendor services, shipping requests, and other operational activities as needed.Workplace & Cross-Functional Services Support Maintain the mailroom and designated Business Service Center areas in a clean, organized, and professional manner. Monitor office supply inventory and coordinate replenishment or orders as needed. Assist with organizing supply closets, storage areas, and other designated workplace spaces. Submit and follow up on work orders or maintenance requests when necessary. Participate in cross-training to support additional workplace service areas based on client needs and business requirements. Provide document scanning, sorting, indexing, and electronic distribution support as assigned. Assist with facilities-related responsibilities, including general office upkeep, conference room resets, supply replenishment, and workplace organization. Provide backup reception, lobby, or concierge coverage as needed, including greeting visitors, responding to inquiries, and directing guests appropriately. Assist with conference room setups, meeting support, and other general office service requests as needed. Help coordinate support across service areas to ensure consistent workplace operations and service delivery. Perform other related duties as assigned.Driving and Transportation Operate a company vehicle to transport and deliver mail, packages, and other materials between designated corporate offices, client locations, and external mailing or shipping facilities (e.g., USPS, FedEx, UPS). Ensure items are handled securely, deliveries are completed accurately and timely, and all driving activities are conducted safely and in accordance with company policies. Qualifications & Education Requirements High school diploma or equivalent required. Three or more years of prior work experience preferred. Previous experience in mailroom operations, shipping and receiving, distribution, warehouse operations, office services, or a related customer service environment preferred. Prior experience serving as a lead, senior associate, trainer, or operational resource to other team members preferred. Demonstrated ability to coordinate daily activities, prioritize workloads, and support team performance. Experience operating mailroom equipment, multifunction printers, or other office equipment is a plus. Strong organizational skills and exceptional attention to detail. Excellent written and verbal communication skills. Basic computer proficiency, including Microsoft Office applications and the ability to learn computer-based systems. Ability to manage multiple priorities while maintaining accuracy, efficiency, and service quality. Ability to work independently, exercise sound judgment, and resolve operational challenges with minimal supervision. Strong customer service skills and the ability to interact professionally with employees, clients, visitors, vendors, and management. Demonstrated leadership capabilities, accountability, and the ability to motivate and support others through example and guidance. Flexible and adaptable, with a willingness to cross-train and support other workplace service functions as needed. Ability to maintain a professional appearance and attitude. Ability to work assigned schedules and hours as determined by management. Must adhere to all company policies and procedures. Must possess a valid U.S. driver's license and maintain the ability to meet company driving and insurance eligibility requirements. Must maintain a driving record that meets SPS safety and Motor Vehicle Record (MVR) standards. Employment in this position may be contingent upon successful completion of a driving record review. Core Competencies Operational Leadership: Provides day-to-day guidance, coordinates workflow, and serves as a dependable resource for team members. Customer Service Orientation: Demonstrates a commitment to providing responsive, courteous, and professional service. Organization & Workflow Management: Effectively prioritizes activities, balances workloads, and helps ensure operational deadlines are met. Accountability & Initiative: Takes ownership of daily operations and proactively identifies opportunities to improve service delivery. Problem-Solving: Independently addresses routine operational challenges and appropriately escalates more complex issues. Communication & Collaboration: Communicates effectively with employees, clients, vendors, team members, and management. Training & Development: Supports onboarding, cross-training, and the development of other associates through guidance and knowledge sharing. Attention to Detail: Ensures mail, packages, shipping documentation, and operational records are handled accurately and consistently. Adaptability & Flexibility: Adjusts to changing business needs and supports multiple workplace service areas as required. Professionalism: Demonstrates sound judgment, dependability, and a positive demeanor in all workplace interactions. Physical RequirementsApproximately 50% of the time, this position requires the following physical activities: Fine and gross motor skills, including the ability to grasp, lift, carry, and move mail, packages, supplies, and other materials. Ability to push, pull, and maneuver packages on standard wheeled carts with a load capacity of up to 60 pounds. Ability to lift or move 40 pounds or greater frequently. Ability to walk, bend, kneel, stand, and/or sit for extended periods of time. Manual dexterity required to operate office machinery and equipment, including postage meters, printers, scanners, mail processing equipment, and computers. Ability to communicate and discern information effectively with onsite staff through vision, hearing, and oral and written comprehension.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position. Other DutiesThis 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. 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 $24—$24.70 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 Green