Client Service Lead

📍 East Rutherford, New Jersey
On-site

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The Client Service Lead provides hands-on leadership and daily operational oversight for an integrated workplace-services operation that may include mailroom and shipping services, office services, hospitality and pantry support, conference-room readiness, reception, visitor management, and administrative support. The Lead serves as a primary day-to-day point of contact for the client, employees, visitors, vendors, and the SPS management team while also performing frontline responsibilities as business needs require.

This position is responsible for organizing workflow, assigning tasks, supporting and coaching team members, monitoring service levels, maintaining accurate operational documentation, and ensuring a professional and consistent client experience. The ideal candidate is service-oriented, organized, dependable, comfortable leading by example, and able to respond calmly to changing priorities in a fast-paced corporate environment.

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Essential Duties and Responsibilities

Team Leadership and Daily Operations
• Lead daily start-of-shift huddles, review priorities, assign coverage, and communicate client updates, special events, executive visits, and operational changes.
• Coordinate schedules, breaks, lunches, and workstation coverage to maintain uninterrupted service during operating hours.
• Provide hands-on support across mailroom, office-services, hospitality, and reception functions during peak periods, absences, or unexpected workload increases.
• Train and coach team members on standard operating procedures, technology, customer-service expectations, safety requirements, and site-specific protocols.

Client Service and Communication
• Serve as the primary on-site contact for routine client requests, service updates, and operational questions, escalating sensitive or high-impact matters as required.
• Build productive relationships with client stakeholders, employees, security, property management, vendors, couriers, and contractors.
• Respond to requests promptly, communicate realistic completion timelines, and confirm that issues are resolved to the client's satisfaction.

Mailroom, Shipping, and Receiving
• Oversee the receipt, sorting, tracking, routing, and timely delivery of incoming mail, accountable mail, packages, interoffice items, and courier deliveries.
• Process outgoing domestic and international shipments using approved carrier systems, client billing codes, and documented shipping procedures.
• Maintain chain of custody for accountable, confidential, high-value, or time-sensitive items and ensure required signatures are captured.
• Monitor shared mailboxes, service tickets, package-notification systems, handheld devices, lockers, and other mailroom technologies.
• Coordinate messenger and courier requests, scheduled pickups, freight activity, and vendor deliveries while following building and security procedures.

Office Services and Workplace Support
• Coordinate print, copy, scan, binding, finishing, records-routing, supply, and general administrative requests within the approved service scope.
• Maintain conference-room and common-area readiness, including room resets, furniture alignment, supply replenishment, and escalation of cleaning or maintenance needs.
• Monitor office, pantry, shipping, and print supplies; maintain appropriate inventory levels and submit replenishment requests before shortages occur.
• Perform workplace walkthroughs and report safety concerns, equipment failures, spills, temperature issues, lighting problems, or other facility conditions.

Reception and Front-of-House Services
• Provide a polished, welcoming, and professional experience for employees, guests, candidates, executives, and vendors.
• Manage visitor registration, host notifications, badges, arrival instructions, and waiting areas in accordance with client security requirements.
• Answer, screen, and route calls and inquiries; monitor reception email, calendars, reservation tools, and service-request channels.

Quality, Compliance, and Reporting
• Ensure consistent compliance with SPS policies, client requirements, standard operating procedures, safety rules, and applicable shipping regulations.
• Complete opening, closing, inspection, inventory, and quality-control checklists and maintain accurate service documentation.
• Track operational metrics such as package and mail volumes, service requests, turnaround time, visitor activity, supply usage, equipment downtime, and service exceptions.

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Qualifications

• High school diploma or GED required; associate degree or relevant professional training preferred.
• Two or more years of experience in mailroom, office services, reception, hospitality, facilities support, or a related client-service environment.
• Previous lead, supervisory, or workflow-coordination experience strongly preferred.
• Proficiency with Microsoft Outlook, Word, Excel, Teams, and common workplace-service or visitor-management systems.
• Experience with shipping platforms, postage equipment, package-tracking systems, multifunction devices, and service-ticket tools preferred.
• Strong verbal and written communication, customer-service, organization, problem-solving, and time-management skills.
• Ability to prioritize competing requests, maintain accuracy under pressure, and use sound judgment when escalating issues.
• Ability to work independently, lead by example, and collaborate effectively with employees at all organizational levels.

Core Competencies
• Client focus and hospitality mindset
• Operational ownership and follow-through
• Team leadership and coaching
• Professional communication and discretion
• Attention to detail and quality control
• Adaptability and calm decision-making
• Technology proficiency and process discipline
• Safety, security, and compliance awareness

Physical and Work Requirements
• Ability to remain on-site and move throughout the assigned workplace for extended periods.
• Ability to stand, walk, sit, bend, reach, and use office, shipping, and material-handling equipment as required.
• Ability to lift, carry, push, or pull packages and supplies up to 50 pounds, with reasonable accommodation where applicable.
• Ability to work at a reception desk, computer workstation, mailroom counter, loading area, or other assigned service location.
• Flexibility to adjust work hours based on client operating needs, special events, coverage requirements, or emergencies.

Performance Expectations
• Maintain reliable service coverage and ensure daily tasks are completed accurately and on time.
• Demonstrate visible leadership, responsiveness, professionalism, and accountability.
• Meet established service-level, quality, safety, attendance, and client-satisfaction expectations.
• Communicate risks, delays, staffing gaps, and service exceptions early, with recommended next steps.
• Continuously seek opportunities to improve efficiency, consistency, and the workplace experience.

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Travel: N/A