Lead Office Services Associate

Company Description

RRD provides marketing, packaging, print, and business services to the world’s most respected brands. The company’s proprietary technology, advanced data analytics, and expertise fuel organizational decision-making from strategy through execution, delivering sustainable solutions with the lowest possible environmental impact. Global organizations and regulated industries trust RRD to reduce complexity and drive audience connections across the entire customer journey.

Job Description

Position summary

The Lead Office Services Associate delivers exceptional customer service for our clients Responsibilities include leading employee(s) and directing workflow for one or more service lines in: reprographics (copy) and mail services in both physical and digital environments, intake, hospitality, facilities, audio/visual, reception, expense processing, accounts payable, or other back-office (administrative, virtual or shared) services, or any other Williams Lea service lines, as needed.

Job duties

(* denotes an “essential function”) 

• *Conduct time and absence for direct reports, including ensuring system accuracy and compliance with timekeeping policies and procedures
• *Communicate with direct reports, manager and client on job or deadline issues.
• *Immediately escalate operational problems or issues to Supervisor or Manager.
• *Handle client concerns and be able to problem-solve resolutions in accordance with policies and procedures.
• *Intake jobs by being able to interpret and understand all manners of client request, and coordinate workflow within the team, prioritizing jobs and delegating duties to associates. 
• *Ensure team provides outstanding service to client, while building strong customer relationships. 
• *Produce required reports on schedule. 
• *Assist the team in completing large or more complex jobs (i.e. large numbers of requests or high volumes of incoming/outgoing activities, expansive administrative support requests)
• *Conduct and oversee quality assurance process to maintain efficient workflow and assure client satisfaction.   
• *Monitor workflow to ensure jobs are completed efficiently, accurately and within deadlines. 
• *Assess incoming requests selecting the best equipment and/or resources for successful completion
• *Make sure team follows standard operating procedures.
• *Train new employees on policies and procedures. 
• Load copiers with paper and toner as needed.
• Maintain all logs and reporting documentation as required.
• Additional duties may include client or manager requests, such as setting-up conference rooms with audio/visual equipment and/or furniture configuration, mail and messenger services, food and beverage services, assist with reception coverage, manage multiple phone lines and/or visitor check-in, support large or complex projects, immediate client requests, etc. 
• Must be able to lift up to 50 lbs. on a regular basis.
• Adhere to Williams Lea policies in addition to client site policies.
• Use equipment and supplies in a cost-efficient manner.

Working conditions

• Position operates at sites with maximum of 24/7 operations.  Individual shift requirements will vary by site.
• Ability to work overtime as needed.
• Work is performed in a professional work environment.
• Professional attire required.
• Hazards include working with office machines (copiers, faxes, scanners, bindery equipment, paper cutters) and cleaning supplies and toner.
• Must be able to work standing up all or most of the time.

Qualifications

• High school diploma or equivalent.
• Minimum of 3 years’ experience in office services preferably in a legal, banking or large corporate environment.
• Experience leading employees in areas of process and policy adherence, and time and absence tracking.
• Experience curating workflow in an organized manner to meet deadlines occurring quickly and simultaneously.
• Intermediate computer skills required, generally using Microsoft Office.
• Familiar with procedures, software and equipment supporting applicable to service lines.
• Ability to cultivate and maintain effective working relationships with clients and team members through excellent, professional verbal and written communication skills. 
• Attention to detail with emphasis on accuracy and quality.
• Ability to handle sensitive and/or confidential documents and information.
• Capable of demonstrating exemplary work ethics and professionalism at all times; maintains professional demeanor and composure at all customer service interactions.
• Ability to make independent decisions and use problem-solving skills and in line with appropriate standar