Internal Messenger Lead

SPS North America•New York, NY

2d•$18 - $18

About The Position

The Internal Messenger Lead manages the messenger department’s day-to-day operations and leads a team of staff and backfills to provide high-quality internal service and customer experiences. The role oversees mail and package delivery, accurate delivery records, team schedules and time off, staff training and coaching, and regular reporting to management. It also involves ensuring compliance with policies and procedures, responding to tenant requests, coordinating with building and internal service departments, maintaining documentation, and addressing operational or employee issues. The position performs messenger and client service associate functions, including receiving, sorting, scanning, logging, routing, and delivering mail and packages; obtaining recipient signatures; and contacting courier companies about delivery status. The lead maintains the Business Service Center, monitors and orders office supplies, helps provide reception, concierge, or hospitality coverage as needed, and ensures equipment and operating documentation are maintained. The role requires professionalism, sound organization, attention to detail, multitasking, strong communication and customer service, and the ability to work independently and adapt to changing needs. The job requires a high school diploma or equivalent. Two or more years of prior work experience is preferred. The position involves frequent physical activity, including moving packages weighing 40 pounds or more and using a standard wheeled cart with a 60-pound load capacity. Local travel is by foot or public transportation.

Requirements

Ability to lead a team of staff and backfills.
Willingness to learn all aspects of the job; self-motivated and able to go above and beyond when necessary.
Clear and effective verbal and written communication skills.
Organized and detail-oriented, with the ability to multitask and handle high volumes of internal and external guests.
Strong customer service skills and a professional appearance and attitude.
Computer savvy; PC skills and experience with the MS Office Suite.
Good organizational and time-management skills.
Analytical ability and aptitude for problem-solving.
Ability to work independently and complete projects.
Working knowledge of MFD equipment.
Knowledge of shipping and receiving procedures and ability to comprehend instructions.
Current knowledge of, or ability to learn, computer-based systems needed for the role.
Ability to work assigned hours as determined by the manager and adhere to required policies and procedures.
High school diploma or equivalent.
Ability to perform fine and gross motor tasks, including grasping, lifting, carrying, or moving packages on a standard wheeled cart with a 60-pound load capacity.
Ability to walk, bend, kneel, stand, and/or sit for extended periods; operate office machinery; communicate and discern information using vision, hearing, and oral or written comprehension; and move efficiently between inter-office locations.
Ability to lift or move 40 pounds or greater frequently.
Ability to travel locally by foot or public transportation.

Nice To Haves

Two or more years of prior work experience is preferred.

Responsibilities

Manage the messenger team and oversee the department’s day-to-day operations.
Perform all functions of the Client Service Associate in the messenger department.
Ensure policies and procedures are followed and tenants receive high-quality customer service.
Become familiar with internal service departments, including the Building Office, Security Department, and delivery locations.
Follow up on employee requests and ensure they are completed; learn new information and adapt to changes.
Manage team schedules and time off, and arrange coverage for call-outs or scheduled PTO.
Ensure employees’ PayCom timecards are accurate and ready for approval on Fridays.
Train and coach new staff and backfills, provide guidance on policies and procedures, and give feedback on backfills.
Counsel employees when necessary, keep records of incidents, and issue written warnings when appropriate.
Maintain communication with the team, manager, and Building Office.
Manage Brookfield and SPS documentation and procedures.
Provide monthly reports to the manager on messenger delivery volume and weekly reports on incidents such as client complaints, employee challenges, or system failures.
Handle tenant-related requests and inquiries.
Ensure MSA and iOffice equipment remains operational and report technical issues.
Update the operations manual and continuity plan as needed.
Ensure new hires and backfills sign the Rule of Conduct sheet and call-out/PTO policy.
Order uniforms for new hires after 90 days and maintain a clean uniform during shifts.
Conduct yearly performance reviews.
Provide professional customer service to employees through all forms of communication and build professional relationships with customers and other teams.
Receive, rough-sort and fine-sort incoming courier mail; log and scan incoming deliveries; and sort deliverable items according to delivery routes.
Maintain daily delivery records in the system and/or log book, deliver mail promptly, and obtain recipient signatures.
Follow privacy rules and do not tamper with packages or documents.
Contact courier and messenger companies about delivery status.
Keep the Business Service Center neat and orderly; monitor, replenish, and order office supplies.
Seek additional work during downtime and maintain professionalism and composure when interacting with employees.
Determine when additional support is needed for sensitive inquiries.
Provide reception, concierge, or hospitality coverage as needed.
Determine suitable shipping methods and packing materials and verify packing slips for incoming and outgoing materials.

Benefits

Career growth opportunities and opportunities to learn or use a variety of skills.
Learning and development opportunities.
Employee recognition programs.
Paid time off: full-time employees receive a minimum of 80 hours per calendar year; part-time and temporary employees receive a minimum of one hour for every 30 hours worked. PTO may increase based on tenure or assigned account and may be used for approved time off for any reason.
Employee and client referral bonuses are available to current employees.
Medical, dental, and vision coverage.
Health Care FSA, Dependent Care FSA, and HSA.
Commuter transit and parking pre-tax plans.
Supplemental life insurance, life insurance, accident insurance, critical illness coverage, hospital indemnity, short-term disability, and an Employee Assistance Program.
Legal program and identity theft protection.
Pet discounts and pet insurance.
Group home and auto insurance.
Education discounts.
401(k) with matching.
Entertainment discounts.