Lead Office Services Associate

RR Donnelley; Palo Alto (CA); On-site; USD 35,817 - 37,195; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Paid time off

401(k) with company match

Disability insurance

Life insurance

Tuition assistance

Parental leave

Job summary

RRD is seeking an Office Services Supervisor to oversee time and absence tracking for direct reports, ensure policy compliance, and coordinate workflow within the team.

You will train new employees, monitor quality assurance, and maintain logs and reporting documentation while delivering excellent service to clients.

This role demands strong communication, problem-solving, and the ability to lift up to 50 lbs, with the position located at the Palo Alto facility.

Qualifications

• High school diploma or equivalent.
• Minimum 3 years’ experience in office services preferably in a legal, banking or large corporate environment.
• Experience leading employees in areas of process and policy adherence, and time and absence tracking.
• Experience curating workflow to meet tight deadlines.

Responsibilities

• Oversee time and absence tracking for direct reports and ensure policy compliance.
• Coordinate workflow within the team and delegate duties to associates.
• Elevate operational problems to supervisor or manager as needed.
• Maintain client service quality and build strong client relationships.
• Produce required reports on schedule and monitor workflow to meet deadlines.
• Train new employees on policies and procedures.

Skills

Timekeeping & attendance management

People leadership

Customer service

Microsoft Office

Attention to detail

Problem solving

Communication skills

Adaptability

Education

High school diploma or equivalent

Tools

Copier equipment

Microsoft Office

Job description

RRD provides marketing, packaging, print, and business services to the world’s most respected brands. The company’s proprietary technology, advanced data analytics, and expertise fuel organizational decision‑making from strategy through execution, delivering sustainable solutions with the lowest possible environmental impact. Global organizations and regulated industries trust RRD to reduce complexity and drive audience connections across the entire customer journey.

Job Description

(* denotes an “essential function”)

• Conduct time and absence for direct reports, including ensuring system accuracy and compliance with timekeeping policies and procedures
• Communicate with direct reports, manager and client on job or deadline issues
• Immediately elevate operational problems or issues to Supervisor or Manager
• Handle client concerns and be able to problem‑solve resolutions in accordance with policies and procedures
• Intake jobs by interpreting and understanding all manners of client request, and coordinate workflow within the team, prioritizing jobs and delegating duties to associates
• Ensure team provides outstanding service to client, while building strong customer relationships
• Produce required reports on schedule
• Assist the team in completing large or more complex jobs (i.e. large numbers of requests or high volumes of incoming/outgoing activities, expansive administrative support requests)
• Conduct and oversee quality assurance process to maintain efficient workflow and assure client satisfaction
• Monitor workflow to ensure jobs are completed efficiently, accurately and within deadlines
• Assess incoming requests selecting the best equipment and/or resources for successful completion
• Make sure team follows standard operating procedures
• Train new employees on policies and procedures
• Load copiers with paper and toner as needed
• Maintain all logs and reporting documentation as required
• Additional duties may include client or manager requests, such as setting‑up conference rooms with audio/visual equipment and/or furniture configuration, mail and messenger services, food and beverage services, assist with reception coverage, manage multiple phone lines and/or visitor check‑in, support large or complex projects, immediate client requests, etc.
• Must be able to lift up to 50 lbs. on a regular basis
• Adhere to Williams Lea policies in addition to client site policies
• Use equipment and supplies in a cost‑efficient manner

Qualifications

High school diploma or equivalent.

Minimum of 3 years’ experience in office services preferably in a legal, banking or large corporate environment.

Experience leading employees in areas of process and policy adherence, and time and absence tracking.

Experience curating workflow in an organized manner to meet deadlines occurring quickly and simultaneously.

Intermediate computer skills required, generally using Microsoft Office.

Familiar with procedures, software and equipment supporting applicable to service lines.

Ability to cultivate and maintain effective working relationships with clients and team members through excellent, professional verbal and written communication skills.

Attention to detail with emphasis on accuracy and quality.

Ability to handle sensitive and/or confidential documents and information.

Capable of demonstrating exemplary work ethics and professionalism at all times; maintains professional demeanor and composure at all customer service interactions.

Ability to make independent decisions and use problem‑solving skills in line with appropriate standards/procedures.

Excellent problem‑solving skills, with the ability and understanding of when to elevate a problem to a supervisory level.

Must be able to interact effectively with multi‑functional and diverse backgrounds in a fast‑paced, team environment.

Must be self‑motivated with positive can‑do attitude.

Additional Information

The salary range for this role at the noted RRD location is $26.00-27.00 / hour. Starting pay decisions are determined based on multiple factors including but not limited to relevant education, qualifications, skills, experience, certifications, proficiency, performance, shift, location, and other business needs. Typically, roles follow step progressions to a target rate or set increments over time. Depending on the role, in addition to the hourly rate of pay, the total compensation package may also include overtime, shift differential, call‑in, and/or stand‑by pay. RRD’s benefit offerings include medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with company match, life insurance and other voluntary supplemental insurance coverages, plus parental leave, adoption assistance, tuition assistance and employer/partner discounts.

RRD is an Equal Opportunity Employer, including disability/veterans.

All employment offers are contingent upon the successful completion of both a pre‑employment background and drug screen.