Mailroom Manager

Ricoh • Bloomfield, CT

3d • Onsite

About The Position

The Senior Site Manager is accountable for the daily operations of a medium to large team, potentially managing a complex site or multiple sites. This role ensures contract compliance for services such as Copy, Courier, Managed Print, Hospitality, Imaging, and Mail, by meeting SLA results and client feedback. The manager is responsible for talent management, including selection, assessment, recruitment, hiring, onboarding, employee retention, staff training and development, succession planning, and performance management.

Requirements

• High school or GED is required.
• 5+ years of work experience in a related field (B2B and/or technical).
• Previous 5 years Customer facing work experience required.
• Demonstrated high level knowledge and understanding of technology.
• Proficient user of Off 360.

Nice To Haves

• Previous 2 years of managerial work experience strongly preferred.

Responsibilities

• Manage daily operations of a medium-large size site and a medium-large team of direct reports.
• Prioritize complex projects while managing multiple competing priorities.
• Foster an inclusive and high-performing team environment to meet SLA objectives.
• Consult and display insights into strategic and tactical issues by seeking input from counterparts in other business units.
• Improve operational quality by applying RICOH Service Excellence tools.
• Manage staffing and performance for assigned site personnel and Field Service Representative staff.
• Create and maintain a customer-focused environment through end-user feedback and customer satisfaction surveys.
• Ensure the quality of operations for the shift by assisting in the achievement of goals in Audit and Deadline standards and compliance.
• Ensure proper staffing by promoting the internal recruiting and selection process.
• Motivate employees and recognize accomplishments using Ricoh Recognition programs.
• Identify high performers for succession planning.
• Manage employee retention, performance, and counseling.
• Identify training and performance planning targets through Individual Development Plans, succession planning, and mentorship.
• Focus on business retention, customer service, high-performing teams, and profitable growth.
• Support, lead, and manage the team through all phases of Change Management.
• Understand complex processes, seek operational improvements, conduct root cause analysis, and resolve issues for optimal customer satisfaction.
• Identify gaps/scope creep in service delivery and adjust process documentation.
• Facilitate resolution of issues concerning pricing, orders-in, and invoicing by interacting with the sales department.
• Maintain formal contact with the customer on a daily basis.
• Clearly communicate job expectations and consequences to direct reports through training, coaching, counseling, directing, and evaluating their work.
• Act as a consultant to the customer in improving business processes through workflow enhancements and services.
• Collaborate with other leaders, team members, and customers to implement solutions or initiatives.
• Suggest, develop, and implement process improvements that increase quality or productivity.
• Complete Monthly Operations Reviews, site reports, and other necessary paperwork.
• Support QSMs.
• Create and conduct site-required reporting, customer presentations, and business reviews.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED