Lead Mailroom Services Associate
SPS Holding
Lead Mailroom Services Associate
SPS Holding
Global BPO and intelligent document management
Reports To: Client Services Supervisor, Client Services Manager, or equivalent leadership
The 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.
Mailroom 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
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.
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.
Approximately 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.
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.
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.
WHAT WE OFFER
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.
Pay Range 24 - 24.7 USD
Global BPO and intelligent document management
SPS Holding is a global provider of business process outsourcing and document management services that helps companies optimize and automate back-office tasks, digitize documents, and manage client communications. It delivers services through Technology Business Solutions (TBS) for back-office operations and data management, and Enterprise Workplace Solutions (EWS) for office logistics and workplace experiences, using AI, cognitive learning, and robotic process automation to handle unstructured content and automate tasks like claims handling and invoice processing. The company differentiates itself with a large global footprint (over 20 countries and 8,500+ employees) and an integrated end-to-end approach across digital process optimization and workplace services for industries such as banking, insurance, healthcare, and legal. Its goal is to help clients transform operations through data-driven, automated processes so they can focus on core activities.
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