Senior Mailroom Services Associate

Reports To: Client Services Supervisor, Client Services Manager, or equivalent leadership

Position Overview

The Senior Mailroom Associate plays an important role in supporting daily mailroom and workplace operations by providing experienced, hands-on support for incoming and outgoing mail, shipping and receiving, package distribution, and related office services. This position serves as a resource for mailroom operations, helping ensure work is completed accurately, efficiently, and in accordance with established procedures and client expectations.

In addition to performing day-to-day mailroom responsibilities, the Senior Mailroom Associate takes a proactive role in coordinating workflow, assisting with more complex requests, identifying opportunities for process improvements, and providing guidance and training to other team members. This position requires a high level of organization, attention to detail, dependability, and customer service.

The Senior Mailroom Associate may also be cross-trained to support additional workplace service areas, including document scanning, facilities services, and reception or concierge coverage, based on client needs and operational requirements.

The ideal candidate is an experienced, service-oriented professional who takes ownership of responsibilities, demonstrates initiative, and serves as a dependable resource to both colleagues and clients.

Duties and Responsibilities

Mailroom Operations & Distribution

• Oversee and perform 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.

• Maintain accurate records of mail and package receipt, distribution, mailing dates, and other required 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.

• Identify and resolve routine operational issues and escalate more complex concerns to management when appropriate.

• Help ensure mailroom processes are consistently followed and service standards are maintained.

Workflow Coordination & Team Support

• Assist with coordinating daily mailroom priorities and workflow to ensure timely and accurate completion of assigned responsibilities.

• Serve as a resource for Mailroom Associates by providing guidance on procedures, processes, equipment, and service expectations.

• Assist with onboarding and training new associates and cross-trained team members.

• Provide backup coverage and support to other team members to maintain continuity of service during absences or periods of increased workload.

• Monitor work quality and identify opportunities to improve accuracy, efficiency, and overall service delivery.

• Communicate operational concerns, workflow challenges, and resource needs to management.

• Assist with maintaining documentation, checklists, and standard operating procedures.

• Take initiative in identifying process improvements and recommending solutions to recurring operational challenges.

Workplace & Office 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 work orders or maintenance requests when necessary.

• Proactively identify opportunities to support overall office operations and assist with additional tasks during periods of lower mailroom activity.

• Collaborate with SPS colleagues, client representatives, and other service teams to ensure consistent and efficient service delivery.

Cross-Functional Workplace Support

• 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.

• Adapt to changing priorities and provide assistance across service areas to support overall site operations.

Customer Service & General Responsibilities

• Deliver exceptional, responsive, and professional customer service to employees, visitors, clients, and vendors.

• Build and maintain positive working relationships with clients, employees, vendors, and internal teams.

• Maintain professionalism and composure when handling sensitive requests, employee inquiries, and service-related concerns.

• Communicate effectively regarding service requests, delivery issues, and operational needs.

• Ensure assigned responsibilities are completed in accordance with company policies, procedures, and established service standards.

• Proactively seek out additional responsibilities and opportunities to contribute to the success of the team.

• 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 customer service preferred.

• Prior experience providing guidance or training to colleagues or supporting daily workflow coordination is preferred.

• 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.

• Demonstrated ability to manage multiple priorities while maintaining accuracy and efficiency.

• Ability to work independently, exercise sound judgment, and resolve routine operational challenges with minimal supervision.

• Strong customer service skills and the ability to interact professionally with employees, clients, visitors, and vendors.

• Demonstrated initiative, accountability, and the ability to serve as a resource to other team members.

• 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

• Leadership & Team Support: Serves as a knowledgeable resource to colleagues and provides guidance, training, and support as needed.

• Customer Service Orientation: Demonstrates a commitment to providing prompt, courteous, and professional service.

• Attention to Detail: Ensures mail, packages, shipping documentation, and records are handled accurately and consistently.

• Organization & Workflow Management: Effectively prioritizes responsibilities and helps coordinate daily operational activities.

• Adaptability & Flexibility: Willingness to learn new processes, cross-train, and assist across multiple workplace service areas.

• Problem-Solving: Identifies operational challenges, independently addresses routine issues, and escalates concerns appropriately.

• Accountability & Initiative: Takes ownership of responsibilities and proactively identifies opportunities to improve service delivery.

• Communication & Collaboration: Communicates effectively and builds positive working relationships across teams.

• Professionalism: Demonstrates sound judgment, dependability, and a positive demeanor in all workplace interactions.

Physical Requirements

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.

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.

Pay Range 24 - 24.7 USD