Mail Services Lead Specialist

POSITION SUMMARY:

The Lead Specialist is knowledgeable in all areas of the mail services operations and consistently delivers a positive customer experience in a corporate environment. Time will be spent receiving, processing, sorting, staging of all inbound and outbound mail/packages and coordinating location deliveries from off-site or in-center operations utilizing package tracking software with limited supervision. Their duties utilize consultative skills to anticipate needs, recommending the appropriate Fed Ex Office products and services and suggests alternatives to provide solutions.

With leadership direction, the Lead Specialist assists in the oversight of all Mail and Parcel Associates and may provide direction to resolve escalated customer issues. Will regularly interface with customers of all levels working to fulfill contractual requirements of the business operations to meet the needs of the customer.

“The desired location for this position would be Richmond, VA Employees will be required to work at the Fed Ex location five days a week.”

(This is a representative list of the general duties the position may be asked to perform, and is not intended to be all-inclusive)

• Lead daily mailroom activities including incoming and outgoing mail handling, interoffice distribution, shipping/receiving, and package tracking.
• Coordinate workflows and prioritize mail services to meet or exceed service-level agreements (SLAs).
• Act as a point of contact for internal team questions and informal training support.
• Ensure team adherence to client protocols, confidentiality requirements, and company and customer operating procedures.
• Assist key stakeholders with performance tracking, incident documentation, inventory control, and procedural updates.
• Operate and troubleshoot mailroom equipment, including postage meters, scanners, and tracking systems.
• Communicate with vendors (e.g., Fed Ex, UPS) and client departments regarding deliveries and service requests.
• Lead by example in upholding safety, quality, and professionalism in all interactions.
• Demonstrates leadership behaviors to ensure friendly, polite, expert service is experienced by all customers
• Manages mail room workflow to guarantee all mail and parcels are processed promptly and delivered on time
• Displays operational knowledge of mail processing equipment, package tracking software, digital mail scanning software/hardware and basic mailroom functions
• Maintains record of all incoming and outgoing mail and accountable pieces, utilizing package tracking system and/or other proprietary software to properly log items received and delivered
• Sort and prepare mail, parcel and/or supplies for delivery to the designated mail stops or delivery points
• Takes lead responsibility for digital imaging, large or specialty project management and coordination of timely deliveries
• Provides consultative approach by determining appropriate shipping methods, services and informs customers of best options
• Safeguards customer satisfaction ensuring appropriate escalation processes are followed by communicating critical issues to management
• Provides instructional leadership to team members ensuring company procedures, policies and service level standards are met
• Complies with and enforces Fed Ex Office established policies and procedures confirming equipment maintenance, confidentiality and document control processes and safety procedures are followed in all areas of the mailroom
• All other duties as needed or required

• On-site at client location
• High School Diploma or equivalent education required
• 2+ year of customer service or operations experience
• 1+ year of lead experience preferred
  
  Familiarity with USPS and…