Office Services Lead

Site Leader

$20.15 - $28.45 per hour 

POSITION PROFILE

Accountable for the daily operations of a small site and acts as the primary resource for a small team by reporting and escalating facility-related issues to assigned leadership. Assists in maintaining acceptable profit levels and ensuring customer service expectations are met.

Responsible for performing contracted office services including, but not limited to, Copy Services, Courier Services, Managed Print Services, Hospitality Services, Imaging Services, and Mail Services.

The Site Leader serves as the primary on-site contact for customer issues and contract compliance at locations where no Site Manager is assigned.

Job Duties and Responsibilities

• Responsible for the daily operations of a mailroom, copy center, or scanning facility, including operating office equipment such as:
  • Personal Computers (PCs)
  • Copiers
  • Multi-function Devices
  • Imaging Equipment
  • Mail Processing Equipment
• May be responsible for:
  • Courier Services
  • Reception Services
  • Switchboard Operations
  • Shipping and Receiving
  • Delivering and Processing Mail
• Acts as a go-to resource for a small team of employees by:
  • Assisting with job assignments
  • Scheduling projects
  • Supervising mandatory break times
  • Reporting and escalating facility-related issues to assigned leadership
• Serves as the primary point of contact for customer issues and contract compliance at sites without a Site Manager.
• Responsible for the training and development of assigned staff.
• Maintains formal daily contact with customers.
• Responsible for the effective implementation and management of Ricoh Service Excellence programs.
• Analyzes problems independently and manages issue resolution with minimal guidance.
• Understands contractual Service Level Agreements (SLAs), tracks progress, and effectively executes and reports compliance and performance improvement measures to customer contacts.
• Assists assigned leadership with recruiting, staffing, and performance management activities.
• Maintains positive internal working relationships with all department employees through professional communication.
• Provides training on workflow processes and equipment operation when necessary.
• Achieves shift profitability by effectively managing the use of company materials and supplies.
• Meets quality and deadline standards through effective job scheduling practices.
• Maintains efficient workflow by holding team members accountable for quality and productivity.
• Facilitates resolution of issues concerning pricing and order intake through collaboration with the Sales department.
• Completes site reports and other required paperwork accurately and on time.
• May maintain daily facility functions including:
  • Creating and completing work orders
  • Contractor monitoring
  • Conducting inspections
  • Reporting facility-related issues
  • Providing operational support as required
• May interact with contracted vendors, facility management teams, and building occupants.
• May be responsible for office supply inventory management and reordering.
• May be responsible for conference room coordination and audiovisual (A/V) equipment resource management.
• Completes month-end management reports in the absence of a Site Manager.
• Assists the assigned AOM, ESM, or NOM with training and development of site personnel.
• Places requisitions for site products and supplies using Oracle iProcurement.
• Performs other duties as assigned.

Qualifications (Education, Experience, and Certifications) Typically Required

• High school diploma or GED required.
• Two (2) or more years of experience in a related field (B2B and/or technical environment).
• Previous training experience strongly preferred.
• Two (2) or more years of customer-facing experience required.
• Demonstrated proficiency and understanding of technology.

Knowledge, Skills, and Abilities

• Tactical facilitation and process management skills.
• Ability to present information to small groups.
• Moderate problem-solving skills.
• Intermediate customer service skills.
• Intermediate technical aptitude.
• Intermediate written and verbal communication skills.
• Strong organizational and time-management skills.
• Ability to manage multiple priorities and meet deadlines.
• Ability to work independently and collaboratively.
• Strong attention to detail and customer focus.

Working Conditions, Mental and Physical Demands

• Typically works in an office environment with adequate lighting, ventilation, and normal temperature and noise levels.
• Work assignments are varied and require the ability to interpret, comprehend, and apply complex information, data, and instructions, as well as prepare, provide, and communicate a variety of information.
• Some physical effort is required. While work is primarily sedentary, it may involve walking, standing, bending, reaching, lifting, and carrying objects weighing up to 50 pounds (e.g., paper, books, files, office supplies, and equipment components).
• Requires moderate manual dexterity and regular use of office equipment and tools, including calculators, keyboards, hand tools, and activities requiring hand-eye coordination.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the role.