Mail Operations Lead — Service & Delivery Excellence

FedEx Office and Print Services; Virginia; On-site; USD 39,000 - 46,000; Full time

Job summary

FedEx Office in Richmond, VA seeks a Lead Specialist to oversee mail and parcel operations, guiding daily workflows and ensuring timely deliveries. You will supervise a team, resolve escalated customer issues, and coordinate with internal departments to meet contract requirements.

The role requires 2+ years in customer service or operations, 1+ year in a lead position, and familiarity with mailroom equipment and tracking software. On-site five days a week with competitive hourly pay.

Qualifications

• On-site at client location
• High School Diploma or equivalent education required
• 2+ years of customer service or operations experience
• 1+ year of lead experience preferred
• Familiarity with USPS and commercial carrier processes (UPS, FedEx, DHL) preferred
• Experience with mailroom equipment (e.g., postage meters, envelope openers, barcode scanners) preferred
• Basic proficiency in Microsoft Office (Outlook, Excel, Word) and mail tracking software
• Strong organizational and time management skills
• Excellent verbal and written communication skills
• For new hires, must meet all FedEx Office employment qualifications in force at time of hiring
• For current FedEx Office team members, must meet hiring criteria for the position and transfer requirements as outlined in the Team Member Handbook

Responsibilities

• Lead daily mailroom activities including incoming and outgoing mail handling, interoffice distribution, shipping/receiving, and package tracking
• Coordinate workflows and prioritize mail services to meet or exceed service-level agreements (SLAs)
• Act as a point of contact for internal team questions and informal training support
• Ensure team adherence to client protocols, confidentiality requirements, and company and customer operating procedures
• Assist key stakeholders with performance tracking, incident documentation, inventory control, and procedural updates
• Operate and troubleshoot mailroom equipment, including postage meters, scanners, and tracking systems
• Communicate with vendors (e.g., FedEx, UPS) and client departments regarding deliveries and service requests
• Lead by example in upholding safety, quality, and professionalism in all interactions
• Displays leadership behaviors to ensure friendly, polite, expert service is experienced by all customers
• Manages mail room workflow to guarantee all mail and parcels are processed promptly and delivered on time

Skills

Customer service

Time management

Verbal & written communication

Microsoft Office

Teamwork

Education

High School Diploma or equivalent

Tools

Mailroom equipment

Postage meters

Barcode scanners

Package tracking software

Microsoft Office

Job description

FedEx Office in Richmond, VA seeks a Lead Specialist to oversee mail and parcel operations, guiding daily workflows and ensuring timely deliveries. You will supervise a team, resolve escalated customer issues, and coordinate with internal departments to meet contract requirements.

The role requires 2+ years in customer service or operations, 1+ year in a lead position, and familiarity with mailroom equipment and tracking software. On-site five days a week with competitive hourly pay.