Mail Services Lead: Operations & Customer Experience

FedEx Office; Richmond (VA); Presencial; USD 25.000 - 30.000; Jornada completa

Descripción de la vacante

FedEx Office is seeking a Lead Specialist to manage mailroom operations in a corporate environment, ensuring timely processing of inbound/outbound mail and packages and coordinating deliveries from off-site or in-center operations. You will guide Mail and Parcel Associates, resolve escalated issues, and maintain high standards of safety, confidentiality, and customer service.

The role requires on-site presence five days a week at the Richmond, VA location, with strong leadership,

Formación

• 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.

Responsabilidades

• 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.
• Demonstrates 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
• Displays operational knowledge of mail processing equipment, package tracking software, digital mail scanning software/hardware and basic mailroom functions
• Maintains record of all incoming and outgoing mail and accountable pieces, utilizing package tracking system and/or other proprietary software to properly log items received and delivered
• Sort and prepare mail, parcel and/or supplies for delivery to the designated mail stops or delivery points
• Takes lead responsibility for digital imaging, large or specialty project management and coordination of timely deliveries
• Provides consultative approach by determining appropriate shipping methods, services and informs customers of best options
• Safeguards customer satisfaction ensuring appropriate escalation processes are followed by communicating critical issues to management
• Provides instructional leadership to team members ensuring company procedures, policies and service level standards are met
• Complies with and enforces FedEx Office established policies and procedures confirming equipment maintenance, confidentiality and document control processes and safety procedures are followed in all areas of the mailroom
• All other duties as needed or required

Conocimientos

Leadership

Customer service

Communication

Time management

Organizational skills

Microsoft Office

Mailroom operations

Educación

High School Diploma

Herramientas

Postage meters

Barcode scanners

Mail tracking software

Descripción del empleo

FedEx Office is seeking a Lead Specialist to manage mailroom operations in a corporate environment, ensuring timely processing of inbound/outbound mail and packages and coordinating deliveries from off-site or in-center operations. You will guide Mail and Parcel Associates, resolve escalated issues, and maintain high standards of safety, confidentiality, and customer service.

The role requires on-site presence five days a week at the Richmond, VA location, with strong leadership,