Lead Office Services Associate

About the role

The Site Lead oversees daily mailroom and package-distribution operations across the Bell Works campus, ensuring exceptional customer service, accurate handling of all incoming materials, and a consistently safe, organized, and professional environment. This role requires strong communication skills, attention to detail, and the ability to prioritize tasks in a fast-paced setting.

Responsibilities

• Deliver Excellent Customer Service: Provide professional, courteous, and proactive support to all clients, tenants, and visitors. Maintain a service-oriented demeanor and represent TMG and the client with professionalism at all times.
• Mail & Package Distribution: Manage the receipt, sorting, and distribution of all mail and packages across the Bell Works location. Ensure timely delivery to all designated recipients.
• Package Logging & Chain of Custody: Log all incoming packages accurately, recording full chain-of-custody details from receipt through final delivery. Maintain precise records and follow established tracking protocols.
• Daily Volume Tracking: Monitor, record, and maintain daily volumes of incoming mail and packages. Report trends or anomalies to management as needed.
• Customer Assistance & Tracking Support: Assist customers with package inquiries, tracking requests, and status updates. Provide clear, timely communication and resolve issues promptly.
• Mailroom & Dock Maintenance: Maintain a clean, organized, and professional mailroom and dock area. Ensure supplies are stocked, equipment is functioning, and workspaces remain orderly. Observe and enforce all safety guidelines within the mailroom and dock.
• Identify, prevent, and report safety concerns or incidents to both the customer and TMG immediately.
• Operational Organization: Uphold strong organizational practices, ensuring materials, tools, and documentation are properly stored, labeled, and accessible.
• Workload Prioritization: Prioritize daily tasks effectively, completing all responsibilities accurately, efficiently, and within required timeframes.
• Client & Vendor Communication: Communicate directly with clients, vendors, and delivery partners regarding package arrivals, small-freight deliveries, and any operational needs or exceptions.
• Additional Duties: Perform other tasks as assigned to support site operations, customer satisfaction, and overall service excellence.

Requirements

• Proficient in MS suite (Word, Excel, email)
• Excellent communication skills (verbal, written)
• Experience in mailroom, logistics, facilities, or operations leadership preferred
• Strong customer service and communication skills
• Able to lift up to 50 lbs
• Ability to lift, move, and deliver packages utilizing dollies or pallet jack as required
• Detail-oriented with strong organizational habits
• Safety mindset oriented
• Comfortable using tracking systems, logs, and digital tools
• Commitment to safety, professionalism, and reliability
• Able to prioritize tasks correctly meeting all SLAs