Lead Office Services Associate

RR Donnelley•Palo Alto, CA

6d•$26 - $27•Onsite

About The Position

RRD provides marketing, packaging, print, and business services to the world’s most respected brands. The company’s proprietary technology, advanced data analytics, and expertise fuel organizational decision-making from strategy through execution, delivering sustainable solutions with the lowest possible environmental impact. Global organizations and regulated industries trust RRD to reduce complexity and drive audience connections across the entire customer journey. This role involves conducting time and absence for direct reports, ensuring system accuracy and compliance with timekeeping policies and procedures. The Lead Office Services Associate will communicate with direct reports, manager, and client on job or deadline issues, and immediately escalate operational problems or issues to a Supervisor or Manager. This position will handle client concerns and problem-solve resolutions in accordance with policies and procedures. The role requires intake of jobs by interpreting client requests, coordinating workflow within the team, prioritizing jobs, and delegating duties to associates. The Lead Office Services Associate will ensure the team provides outstanding service to the client while building strong customer relationships. They will produce required reports on schedule, assist the team in completing large or more complex jobs, and conduct and oversee the quality assurance process to maintain efficient workflow and assure client satisfaction. Monitoring workflow to ensure jobs are completed efficiently, accurately, and within deadlines is crucial. The role involves assessing incoming requests, selecting the best equipment and/or resources for successful completion, and ensuring the team follows standard operating procedures. Training new employees on policies and procedures is also a responsibility. 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, assisting with reception coverage, managing multiple phone lines and/or visitor check-in, supporting large or complex projects, and handling immediate client requests.

Requirements

High school diploma or equivalent.
Minimum of 3 years’ experience in office services preferably in a legal, banking or large corporate environment.
Experience leading employees in areas of process and policy adherence, and time and absence tracking.
Experience curating workflow in an organized manner to meet deadlines occurring quickly and simultaneously.
Intermediate computer skills required, generally using Microsoft Office.
Familiar with procedures, software and equipment supporting applicable to service lines.
Ability to cultivate and 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.

Responsibilities

Conduct time and absence for direct reports, including ensuring system accuracy and compliance with timekeeping policies and procedures.
Communicate with direct reports, manager and client on job or deadline issues.
Immediately escalate operational problems or issues to Supervisor or Manager.
Handle client concerns and be able to problem-solve resolutions in accordance with policies and procedures.
Intake jobs by being able to interpret and understand all manners of client request, and coordinate workflow within the team, prioritizing jobs and delegating duties to associates.
Ensure team provides outstanding service to client, while building strong customer relationships.
Produce required reports on schedule.
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).
Conduct and oversee 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.
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, support large or complex projects, immediate client requests, etc.
Adhere to Williams Lea policies in addition to client site policies.
Use equipment and supplies in a cost-efficient manner.