Client Service Lead – On-Site Facilities & Hospitality

SPS North America; East Rutherford (NJ); Sur place; USD 32 000 - 34 000; Plein temps

Avantages offerts par ce poste

Career Growth

Learning & Development

Talent recognition

Paid Time Off

Bonuses

Benefit Offerings

Résumé du poste

East Rutherford, New Jersey-based SPS North America is seeking a Client Service Lead to provide hands-on leadership and daily operational oversight for an integrated workplace-services operation, including mailroom, office services, hospitality, reception, and related support. You will lead by example, coach the team, and ensure a professional client experience.

The ideal candidate is service-oriented, organized, and able to adapt to a fast-paced corporate environment.

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.

Responsabilités

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Connaissances

Leadership

Customer service

Communication

MS Office

Formation

High school diploma or GED

Associate degree or relevant professional training

Outils

Microsoft Outlook

Microsoft Word

Microsoft Excel

Microsoft Teams

Visitor-management systems

Shipping platforms

Description du poste

East Rutherford, New Jersey-based SPS North America is seeking a Client Service Lead to provide hands-on leadership and daily operational oversight for an integrated workplace-services operation, including mailroom, office services, hospitality, reception, and related support. You will lead by example, coach the team, and ensure a professional client experience.

The ideal candidate is service-oriented, organized, and able to adapt to a fast-paced corporate environment.