Office Services Lead

Ricoh Americas Holdings•San Diego, CA

8d•Onsite

About The Position

The Office Services Lead is accountable for the daily operations of a small site and acts as the primary resource for a small team by reporting and escalating facility-related issues to assigned leadership. This role assists in maintaining acceptable profit levels and ensuring customer service expectations are met. The Office Services Lead is responsible for performing contracted office services including, but not limited to, Copy Services, Courier Services, Managed Print Services, Hospitality Services, Imaging Services, and Mail Services. The Site Leader serves as the primary on-site contact for customer issues and contract compliance at locations where no Site Manager is assigned.

Requirements

High school diploma or GED required.
Two (2) or more years of experience in a related field (B2B and/or technical environment).
Two (2) or more years of customer-facing experience required.
Demonstrated proficiency and understanding of technology.
Tactical facilitation and process management skills.
Ability to present information to small groups.
Moderate problem-solving skills.
Intermediate customer service skills.
Intermediate technical aptitude.
Intermediate written and verbal communication skills.
Strong organizational and time-management skills.
Ability to manage multiple priorities and meet deadlines.
Ability to work independently and collaboratively.
Strong attention to detail and customer focus.

Nice To Haves

Previous training experience strongly preferred.

Responsibilities

Responsible for the daily operations of a mailroom, copy center, or scanning facility, including operating office equipment such as: Personal Computers (PCs), Copiers, Multi-function Devices, Imaging Equipment, Mail Processing Equipment.
May be responsible for: Courier Services, Reception Services, Switchboard Operations, Shipping and Receiving, Delivering and Processing Mail.
Acts as a go-to resource for a small team of employees by assisting with job assignments, scheduling projects, supervising mandatory break times, and reporting and escalating facility-related issues to assigned leadership.
Serves as the primary point of contact for customer issues and contract compliance at sites without a Site Manager.
Responsible for the training and development of assigned staff.
Maintains formal daily contact with customers.
Responsible for the effective implementation and management of Ricoh Service Excellence programs.
Analyzes problems independently and manages issue resolution with minimal guidance.
Understands contractual Service Level Agreements (SLAs), tracks progress, and effectively executes and reports compliance and performance improvement measures to customer contacts.
Assists assigned leadership with recruiting, staffing, and performance management activities.
Maintains positive internal working relationships with all department employees through professional communication.
Provides training on workflow processes and equipment operation when necessary.
Achieves shift profitability by effectively managing the use of company materials and supplies.
Meets quality and deadline standards through effective job scheduling practices.
Maintains efficient workflow by holding team members accountable for quality and productivity.
Facilitates resolution of issues concerning pricing and order intake through collaboration with the Sales department.
Completes site reports and other required paperwork accurately and on time.
May maintain daily facility functions including: Creating and completing work orders, Contractor monitoring, Conducting inspections, Reporting facility-related issues, Providing operational support as required.
May interact with contracted vendors, facility management teams, and building occupants.
May be responsible for office supply inventory management and reordering.
May be responsible for conference room coordination and audiovisual (A/V) equipment resource management.
Completes month-end management reports in the absence of a Site Manager.
Assists the assigned AOM, ESM, or NOM with training and development of site personnel.
Places requisitions for site products and supplies using Oracle iProcurement.
Performs other duties as assigned.