Office Services Workflow Lead

RRD; Boston (MA); On-site; USD 28,000 - 40,000; Full time

Job summary

Williams Lea is seeking an Office Services Workflow Coordinator at an RRD location to deliver exceptional customer service by coordinating workflow in reprographics, mail services, and general office requests. Responsibilities include prioritizing, delegating, and ensuring deadlines across physical and digital environments.

The role requires a high school diploma, 3+ years in office services, strong MS Office, and the ability to train staff, lift up to 50 lbs, and work with diverse teams.

Qualifications

• High school diploma or equivalent.
• Minimum of three years’ experience in office services preferably in a legal, banking or large corporate environment.
• Experience directing workflow in an organized manner to meet deadlines occurring quickly and simultaneously.
• Intermediate computer skills, generally using Microsoft Office.
• Familiar with procedures supporting service line, such as mail, reprographics, or other administrative support services
• Skilled in the use of reprographics equipment, mail, phone and/or digital equipment and other office hardware and/or software, as applicable to service line.
• Demonstrates customer service skills needed to 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.
• Ability to make independent decisions and use problem-solving skills and in line with appropriate standards/procedures.
• Excellent problem-solving skills, with the ability and understanding of when to raise 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.

Responsibilities

• Coordinate workflow within the team, prioritizing jobs and delegating duties to associates.
• 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)
• Ensure team provides outstanding service to client, while building strong customer relationships.
• Immediately escalate any operational problems or issues to Supervisor or Manager.
• Produce required reports on schedule.
• Provide job intake services as prescribed by manager.
• Read, interpret and understand all requests (emails, phone, in-person, and forms).
• Communicate with manager and client on job or deadline issues.
• Conduct and direct 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 at all times.
• 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 furniture configuration, mail and messenger services, manage multiple phone lines and/or visitor check-in.
• Must be able to lift up to 50 lbs. on a regular basis.

Skills

Customer service

Microsoft Office

Problem solving

Attention to detail

Communication skills

Teamwork

Education

High school diploma or equivalent

Tools

Reprographics equipment

Mail equipment

Office hardware/software

Job description

Williams Lea is seeking an Office Services Workflow Coordinator at an RRD location to deliver exceptional customer service by coordinating workflow in reprographics, mail services, and general office requests. Responsibilities include prioritizing, delegating, and ensuring deadlines across physical and digital environments.

The role requires a high school diploma, 3+ years in office services, strong MS Office, and the ability to train staff, lift up to 50 lbs, and work with diverse teams.