Mailroom Services Supervisor
SPS Holding
Mailroom Services Supervisor
SPS Holding
Global BPO and intelligent document management
Reports To: Client Services Manager, Account Manager, or equivalent leadership
The Mailroom Services Supervisor is responsible for overseeing daily mailroom operations, courier services, and additional workplace support functions within a professional corporate environment. This position provides operational leadership, directly supervises employees, coordinates daily workflows, and ensures consistent, high-quality service delivery in accordance with client expectations and established service standards.
The Supervisor oversees all aspects of mailroom operations, including incoming and outgoing mail, package distribution, shipping and receiving, document scanning, and courier services between corporate buildings and designated client locations. This position is also responsible for coordinating employee schedules, monitoring timekeeping, distributing workloads, training team members, managing performance, and ensuring appropriate staffing and operational coverage.
This is a hands-on leadership role that requires the ability to work alongside employees, provide operational direction, and step into various service areas as business needs arise. The Mailroom Services Supervisor must maintain working knowledge of multiple workplace service functions, including mailroom operations, document scanning, shipping and receiving, courier services, reception and concierge services, facilities support, and conference room management.
The ideal candidate is an organized, dependable, and service-oriented leader who can balance employee supervision with daily operational responsibilities. This individual demonstrates strong communication, problem-solving, and leadership skills while maintaining a professional relationship with clients, employees, vendors, and building management.
Mailroom Operations & Distribution
Oversee daily mailroom operations, including the receipt, sorting, processing, tracking, and distribution of incoming mail and packages.
Ensure outgoing mail and shipments are properly prepared, labeled, processed, and delivered within established timelines.
Establish and maintain efficient mailroom procedures to ensure accuracy, security, and timely distribution of mail and packages.
Monitor mail and package tracking systems, chain-of-custody documentation, and other operational records.
Ensure employees are notified of incoming packages and deliveries through email or designated communication systems.
Oversee shipping and receiving activities, including verification of incoming materials, review of packing slips, preparation of outgoing shipments, and coordination of delivery requests.
Monitor mailroom equipment functionality and ensure appropriate supplies, postage, labels, and packaging materials are maintained.
Identify operational challenges, resolve service-related issues, and escalate complex concerns to management when appropriate.
Ensure mailroom areas, storage spaces, and designated Business Service Center locations remain clean, organized, and professional.
Courier & Transportation Services
Perform and coordinate scheduled mail and package runs between corporate office buildings, client locations, and designated delivery points.
Drive a company vehicle or other authorized vehicle, as applicable, to transport mail, packages, documents, supplies, and other business-related materials.
Ensure timely, accurate, and secure pickup and delivery of mail and packages between designated locations.
Maintain appropriate documentation and delivery records, including pickup confirmations, delivery logs, and other required tracking information.
Ensure materials are handled securely and delivered to the correct individuals, departments, or locations.
Coordinate daily courier routes and prioritize deliveries based on business needs and established service expectations.
Communicate delivery delays, route concerns, vehicle issues, or other transportation-related matters to management.
Conduct routine vehicle checks and promptly report maintenance, safety, or operational concerns in accordance with company procedures.
Comply with all applicable traffic laws, company driving policies, and established safety requirements.
Maintain professionalism and provide exceptional customer service when interacting with employees, clients, vendors, and building personnel at various locations.
Employee Supervision & Team Leadership
Directly supervise and lead assigned employees, providing day-to-day guidance, direction, and operational support.
Coordinate employee schedules, assignments, and staffing coverage to ensure appropriate support across all service areas.
Distribute daily work assignments and monitor workload completion to ensure operational priorities and service expectations are met.
Review and approve employee timecards, monitor attendance, and address timekeeping discrepancies in accordance with company policies and procedures.
Manage employee scheduling, including coverage planning, time-off requests, attendance, and staffing adjustments as appropriate.
Conduct regular check-ins with employees to communicate expectations, provide feedback, and address questions or concerns.
Participate in the performance management process, including setting expectations, providing ongoing coaching, conducting performance evaluations, and documenting performance-related discussions.
Address employee performance, attendance, and conduct concerns promptly and consistently, escalating matters to Human Resources or management as appropriate.
Support employee onboarding, orientation, and ongoing training to ensure team members understand operational procedures, client expectations, and service standards.
Identify employee development opportunities and encourage cross-training to support operational flexibility and career growth.
Foster a positive, collaborative, and accountable team environment that promotes professionalism, engagement, and service excellence.
Communicate staffing needs, employee concerns, operational challenges, and performance updates to management.
Ensure employees follow established company policies, procedures, safety requirements, and client-specific guidelines.
Assist with recruiting, interviewing, and selection activities for assigned positions as needed.
Cross-Functional Workplace Services
Maintain working knowledge of all assigned workplace service functions to provide operational oversight and ensure appropriate coverage across the site.
Oversee and provide hands-on support for document scanning, indexing, processing, and electronic distribution as needed.
Coordinate shipping and receiving activities, including package preparation, shipment tracking, and delivery coordination.
Provide reception, lobby, or concierge coverage as needed, including greeting visitors, responding to inquiries, and ensuring a professional front-of-house experience.
Oversee and assist with facilities-related responsibilities, including general office upkeep, workplace organization, supply replenishment, and routine maintenance coordination.
Coordinate conference room setups, meeting space resets, furniture arrangements, and other workplace support requests.
Support pantry, breakroom, and common-area services, including inventory monitoring, organization, and replenishment.
Coordinate employee events, catered meetings, and other workplace activities as assigned.
Participate in cross-training across all applicable service areas to maintain operational knowledge and provide backup coverage when needed.
Ensure service standards, procedures, and client expectations are consistently maintained across all supported functions.
Client Relations & Operational Administration
Serve as a primary point of contact for routine operational matters related to mailroom, courier, and workplace services.
Develop and maintain positive working relationships with client representatives, employees, vendors, building management, and SPS leadership.
Monitor service levels and ensure operational activities are completed in accordance with client expectations and established performance standards.
Prepare, review, and maintain daily, weekly, and monthly operational reports, including mail activity, courier logs, inventory, staffing, and service-related metrics.
Monitor supply levels, coordinate purchasing requests, and help manage operational resources within established guidelines.
Submit and follow up on building maintenance requests, service tickets, and other operational issues.
Identify opportunities to improve processes, increase efficiency, reduce service disruptions, and enhance the overall client experience.
Communicate operational updates, staffing concerns, service issues, and improvement opportunities to appropriate leadership.
Maintain confidentiality and exercise sound judgment when handling sensitive information, packages, employee matters, and client requests.
Perform other related duties as assigned.
High school diploma or equivalent required.
Three or more years of experience in mailroom operations, shipping and receiving, office services, facilities, logistics, or a related workplace services environment preferred.
One or more years of supervisory, team leadership, or employee management experience preferred.
Previous experience overseeing employees, coordinating daily workflows, managing schedules, and providing performance feedback preferred.
Valid U.S. driver's license required.
Must maintain a driving record that meets SPS's applicable motor vehicle record (MVR), insurance eligibility, and company safety requirements.
Ability to successfully complete any required motor vehicle record screening and maintain driving eligibility throughout employment.
Experience operating mailroom equipment, multifunction printers, scanners, postage meters, and other office equipment is a plus.
Experience with shipping, receiving, package tracking, courier coordination, or delivery operations preferred.
Strong organizational skills, attention to detail, and the ability to manage multiple operational priorities.
Excellent written and verbal communication skills.
Proficiency in Microsoft Office applications and the ability to learn various computer-based systems and operational platforms.
Demonstrated ability to lead, motivate, coach, and develop employees.
Ability to exercise sound judgment, resolve operational challenges, and make decisions within established guidelines.
Strong customer service skills and the ability to interact professionally with employees, clients, vendors, and building management.
Ability to work independently while maintaining effective communication with management and other team members.
Flexible and adaptable, with the ability to transition between operational responsibilities and provide hands-on support across multiple service areas.
Ability to maintain a professional appearance and demeanor.
Ability to work assigned schedules and hours as determined by management.
Must adhere to all company policies, procedures, and applicable safety requirements.
Leadership & Employee Development: Effectively leads, coaches, and develops employees while fostering a positive and accountable team environment.
Operational Management: Coordinates daily activities, staffing, workflows, and resources to ensure consistent and efficient service delivery.
Customer Service Orientation: Demonstrates a commitment to providing exceptional, responsive, and professional service.
Communication & Relationship Management: Communicates effectively with employees, clients, vendors, building management, and leadership.
Organization & Time Management: Effectively balances multiple priorities, deadlines, staffing requirements, and operational responsibilities.
Problem-Solving & Decision-Making: Identifies operational challenges, develops appropriate solutions, and escalates concerns when necessary.
Accountability & Initiative: Takes ownership of operational performance and proactively identifies opportunities for improvement.
Adaptability & Flexibility: Maintains the ability to support and coordinate multiple workplace service functions based on business needs.
Attention to Detail: Ensures mail, packages, shipping documentation, courier records, timekeeping, and operational reporting are accurate.
Professionalism & Integrity: Demonstrates sound judgment, discretion, and professionalism when managing employees, client relationships, and sensitive business matters.
Safety & Compliance: Promotes safe work practices and ensures compliance with company policies, driving requirements, and operational procedures.
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.
Ability to safely enter and exit vehicles, load and unload packages, and transport materials between designated locations.
Ability to sit for extended periods while operating a motor vehicle and maintain the physical ability and alertness necessary for safe driving.
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.
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.
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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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