Lead Mailroom Services Associate

SPS; Bellevue (WA); On-site; USD 55,000 - 75,000; Full time

Job summary

SPS is seeking a Lead Mailroom Associate in Bellevue, WA to manage daily mailroom operations, supervise a small team, and coordinate shipping and receiving tasks. You will ensure accuracy, security, and timely delivery while maintaining high service standards.

The role requires hands-on work, strong communication, and the ability to liaise with client representatives and management to optimize workflow and client satisfaction.

Qualifications

• High school diploma or equivalent required.
• 3+ years in mailroom, shipping/receiving, or related operations preferred.
• Experience leading or mentoring team members preferred.
• Strong organizational and communication skills; ability to manage multiple priorities.

Responsibilities

• Perform and coordinate daily mailroom activities, including receiving, sorting, and distributing mail and packages.
• Coordinate outgoing mail and shipping, ensuring timely processing and labeling.
• Provide day-to-day guidance to Mailroom Associates and balance workloads.
• Maintain records of mail activity and monitor equipment and supplies.
• Assist with onboarding and cross-training of team members; uphold SOPs.

Skills

Operational leadership

Customer service

Communication

Organization

Team coaching

Problem solving

Education

High school diploma

Tools

Mailroom equipment

Microsoft Office

Printers & scanners

Job description

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

Position Overview

Lead Mailroom Associate

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.

Duties and Responsibilities

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

• 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 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.

• 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

• 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.

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