Office Services Associate Lead

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.

About the role

The Lead Office Services Associate delivers exceptional customer service for our clients. Responsibilities include leading employee(s) and directing workflow for one or more service lines in reprographics (copy), mail services (physical and digital), intake, hospitality, facilities, audio/visual, reception, expense processing, accounts payable, or other back-office (administrative, virtual, or shared) services, as needed.

Responsibilities

• Conduct time and absence tracking for direct reports, ensuring system accuracy and compliance with timekeeping policies and procedures.
• Communicate with direct reports, manager, and client on job or deadline issues.
• Immediately escalate operational problems or issues to Supervisor or Manager.
• Handle client concerns and problem-solve resolutions in accordance with policies and procedures.
• Intake jobs by interpreting and understanding client requests, coordinating workflow within the team, prioritizing jobs, and delegating duties to associates.
• Ensure the team provides outstanding service to clients while building strong customer relationships.
• Produce required reports on schedule.
• Assist the team in completing large or complex jobs (e.g., high volumes of requests, expansive administrative support).
• Conduct and oversee quality assurance processes to maintain efficient workflow and 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.
• Ensure the team follows standard operating procedures.
• Train new employees on policies and procedures.
• Load copiers with paper and toner as needed; maintain logs and reporting documentation.
• Additional duties may include setting up conference rooms with audio/visual equipment or furniture, mail and messenger services, food and beverage services, reception coverage, managing phone lines or visitor check-in, and supporting large or complex projects.
• Must be able to lift up to 50 lbs. on a regular basis.
• Adhere to Williams Lea and client site policies.
• Use equipment and supplies in a cost-efficient manner.

Requirements

• 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 process and policy adherence, and time and absence tracking.
• Experience curating workflow in an organized manner to meet simultaneous deadlines.
• Intermediate computer skills, including proficiency in Microsoft Office.
• Familiarity with procedures, software, and equipment supporting applicable service lines.
• Ability to cultivate and maintain effective working relationships with clients and team members through professional verbal and written communication.
• Attention to detail with an emphasis on accuracy and quality.
• Ability to handle sensitive and/or confidential documents and information.
• Exemplary work ethics and professionalism; maintains composure during customer service interactions.
• Ability to make independent decisions and use problem-solving skills in line with standards/procedures.
• Excellent problem-solving skills, with the ability to escalate issues when necessary.
• Ability to interact effectively with multi-functional and diverse backgrounds in a fast-paced, team environment.
• Self-motivated with a positive, can-do attitude.

Working Conditions

• Position operates at sites with 24/7 operations; shift requirements vary by site.
• Ability to work overtime as needed.
• Work is performed in a professional office environment; professional attire required.
• Hazards include working with office machines (copiers, faxes, scanners, bindery equipment, paper cutters), cleaning supplies, and toner.
• Must be able to work standing up for most or all of the time.

Pay

The salary range for this role is $20.38 - $28.85 per hour. Starting pay is determined based on education, qualifications, skills, experience, certifications, proficiency, performance, shift, location, and business needs. Roles typically follow step progressions to a target rate or set increments over time. Total compensation may also include overtime, shift differential, call-in, and/or stand-by pay.

Benefits

• Medical, dental, and vision coverage.
• Paid time off.
• Disability insurance.
• 401(k) with company match.
• Life insurance and other voluntary supplemental insurance coverages.
• Parental leave.
• Adoption assistance.
• Tuition assistance.
• Employer/partner discounts.

Schedule

Monday through Friday, 8:00 AM to 5:00 PM.