Office Services Workflow Coordinator

The Workflow Coordinator for Office Services delivers exceptional customer service for our clients by coordinating workflow in one or more of the following areas: reprographics (copy) and mail services in both physical and digital environments, intake, hospitality, facilities, audio/visual, reception.  
Workflow Coordinators will support other Williams Lea service lines as needed, including but not limited to expense processing, accounts payable, or other back-office (administrative, virtual or shared) services.

Job 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 required, 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.
• Capable of demonstrating exemplary work ethics and professionalism at all times; maintains professional demeanor and composure at all customer service interactions.
• 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 escalate 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.

Supervision

• Number and title(s) of direct reports (if any): n/a
• Received: Lead Office Services Associate, Supervisor, Manager, Director

Job relationships

• Internal: This position works closely with the Office Services team
• External: Clients

Job duties

(* denotes an “essential function”)

• *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 Lead, 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 audio/visual equipment and/or furniture configuration, mail and messenger services, food and beverage services, assist with reception coverage, manage multiple phone lines and/or visitor check-in.
• Must be able to lift up to 50 lbs. on a regular basis.
• Adhere to Williams Lea policies in addition to client site policies.
• Use equipment and supplies in a cost-efficient manner.

Working conditions

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

It is the policy of Williams Lea to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity of expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

Williams Lea is a drug-free workplace and performs pre-employment substance abuse testing.