Main Responsibilities:
- Promptly informs supervisor of potential problems or customer concerns.
- Promptly reviews and responds to management and client requests via emails, phone calls, text messages and verbal.
- Strong focus on providing good customer service.
- Contributes to the creation of the Site Procedure Guide to ensure all account processes are properly recorded.
- Oversees workflow and job balance between staff and ensures tasks are completed within account SLA requirements.
- Responsible for communicating and training team in changes to workflow or procedure.
- Oversees and manages daily and monthly records on service activity.
- Effectively communicates with the client and staff.
- Where appropriate, may serve as main point of contact to the client for daily activity and participate in client meetings on account activity.
- Participates in the development, preparation and presentation of formal reporting requirements to the client.
- Point of escalation onsite to address and remediate client concerns.
- Responsible for maintaining site procedure guide documenting workflow processes and procedures.
- Responsibilities may include Copy/Print Production/Copy Center, Copier Maintenance, Mail/Courier Services, Reception/Office Services, Shipping/Receiving, Inventory Services, Warehouse, File Room/Records File Services based on assigned location.
- Attends cross-functional trainings to ensure ability to provide coverage when short-staffed.
- Site responsibility and location of coverage may change based on client and/or division needs.
Copy/Print Production/Copy Center:
-Responsible for prompt and accurate reproduction of all print requests.
-Reviews electronic file for print readiness, prints documents, punches, binds, assembles, sorts, laminates and performs pre-delivery quality control check.
-Receives, logs, delivers and tracks all activity for reporting purposes.
-Responds to customer requests.
-Performs routine upkeep and basic maintenance of equipment.
-Records and tracks customer inquiries and fulfillment of requests.
-Performs daily convenience care functions as needed.
Mail/Courier Services:
-Responsible for prompt and accurate receiving, sorting, delivery, pick up, and processing of all courier items, interoffice mail, newspapers, magazines and all classed of United States Postal Services mail.
-Tracks courier and accountable items (FedEx, UPS, Certified Mail, etc).
-Researches and routes unidentified and generic mail.
-Receives, logs, delivers and tracks messenger items.
-Responds to customer requests.
-Performs routine upkeep of equipment.
-Records and tracks customer inquiries and fulfillment of requests.
File Room/Records File Services:
-Ensures all filing assignments from the current and previous day have been filed.
-Creates, maintains, updates, and monitors files, file database and file rooms.
-Coordinates special projects and other functions assigned by client contact and Site Manager.
-Ensures all file rooms are intact at all times.
Shipping/Receiving:
-Responsible for shipping and receiving incoming and outgoing packages, materials, parts, or products and verifying and maintaining records of all shipments.
-Receives shipments and counts pieces, retains shipment paperwork, follows delivery schedule for incoming shipments, and secures customer signatures.
-Responsible for operating shipping/receiving equipment, responding to customer requests, data entry, and maintaining inventory.