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Lead Client Services Associate

Company: SPS North America, Inc
Location: Livonia
Posted on: May 25, 2023

Job Description:

Job Details


Job Location
WEMI - Livonia, MI


Job Title: Lead Client Services Associate

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

Job Overview:

The Lead Client Services Associate provides exceptional oversight and administration of office and mail services, delivering operational functions in the following areas: processing of inbound/outbound mail, distributing/delivering of mail, shipping and receiving product 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 direction on 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, replenish toner/paper).
  • Submit work orders for certain requests.
  • Service and replenish the barista, pantry, conference, kitchen, or meetings 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.
  • Assigns tasks to team members.
  • Determines the completion timeline and monitor progress to keep the project on track and on schedule.
  • Communicates clear instructions to team members.
  • Creates and distribute reports to update the company on the teams progress.
  • Works in conjunction of supervisor to determine day-to-day operational needs at site.

    • 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 ability to work independently and capable of completing projects.
    • Ability to determine 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 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:
        • 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 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.

          About SPS:

          SPS is an award-winning employer of choice offering outsourcing solutions that leverage Intelligent Automation (Artificial Intelligence & Robotic Process Automation) in more than 22 countries across the globe.

          In North America, our services include Mailroom Management (both physical and digital), Office Services such as Reception, Lobby Concierge and Conference Room Management in addition to Document Processing Services utilizing leading edge technologies. Our clients today are companies in sectors such as banking, insurance, legal, higher education, advertising and other professional services, including many Fortune 500 companies.

          SPS is committed to delivering high caliber outsourcing experience to our clients and offering our employees challenging and exciting career opportunities throughout the North America region and globally. SPS is committed to investing in the professional development of our employees and offers competitive comprehensive benefits and diverse development training programs that lead to building careers.

          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 law.

Keywords: SPS North America, Inc, Livonia , Lead Client Services Associate, Other , Livonia, Michigan

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