Client Services Lead

Reports To: Client Services Manager, Client Services Supervisor, or equivalent leadership

Job Overview

The Client Services Lead supports the Client Services Manager by overseeing daily mailroom, shipping, receiving, courier, and workplace support services. This role ensures safe, accurate, and efficient service delivery in alignment with WPP standards, site procedures, and customer service expectations.

The Client Services Lead also assists with daily team coordination, including staffing coverage, training, workload prioritization, customer concerns, and issue escalation.

Schedule: Monday–Friday, 8:30 a.m.–5:30 p.m., excluding designated holidays. Supports coverage planning for absences and emergencies.

Duties and Responsibilities

Mailroom & Logistics

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  Lead daily mailroom, shipping, receiving, courier, package tracking, and delivery operations.

  
  


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  Coordinate carrier services, IT shipments, leaver boxes, return-to-vendor activity, supply requests, and other logistics needs.

  
  


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  Ensure mail, packages, and materials are properly received, processed, documented, routed, stored, and delivered.

  
  


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  Track missing shipments, expedite priority requests, and resolve or escalate service issues.

  
  


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  Ensure compliance with WPP procedures and safety requirements.

  
  

Asset & Workplace Support

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  Receive, inspect, sort, classify, tag, and track hardware assets.

  
  


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  Maintain accurate asset records, inventory, secure storage, and monthly touch count reporting.

  
  


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  Safely wipe data from equipment designated for disposal or return.

  
  


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  Maintain mailroom equipment, postage meters, copy room supplies, and tracking systems.

  
  


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  Coordinate office supply replenishment, conference room support, catering escorts, and front-of-office backup.

  
  


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  Provide light maintenance and cleaning as needed.

  
  

Leadership & Customer Service

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  Assist with day-to-day supervision and coordination of mailroom and logistics personnel.

  
  


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  Support training, staffing coverage, route support, and workload prioritization.

  
  


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  Provide excellent customer service and resolve customer concerns, escalating issues when appropriate.

  
  


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  Collaborate with cross-functional teams to ensure consistent and efficient service delivery.

  
  


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  Maintain a professional image and adhere to company policies, procedures, and security requirements.

  
  

Reporting

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  Support reporting on mail/package volume, shipping activity, postage and express mail costs, service levels, exceptions, projects, and QBR inputs.

  
  

Competencies

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  Strong verbal and written communication skills.

  
  


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  Excellent customer service and interpersonal skills.

  
  


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  Ability to lead daily work, train team members, and manage multiple priorities.

  
  


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  Strong organizational and problem-solving skills.

  
  


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  Proficiency with Microsoft Office, including Excel and PowerPoint.

  
  


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  Knowledge of mail services, shipping/receiving, carrier systems, and package handling.

  
  


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  Experience with tracking, inventory, or proof-of-delivery systems preferred.

  
  


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  Strong attention to detail and safety awareness.

  
  


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  Ability to work independently and exercise sound judgment.

  
  

Qualifications

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  High School Diploma or equivalent required.

  
  


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  At least 1 year of experience in customer service, mailroom, shipping, receiving, warehouse, or logistics.

  
  


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  Prior team lead or supervisory experience preferred.

  
  


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  Knowledge of domestic/international shipping procedures preferred.

  
  


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  Ability to learn and use computer-based tracking and management systems.

  
  


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  Professional appearance and attitude required.

  
  


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  Must adhere to all company policies and procedures.

  
  

Physical Demands

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  Ability to walk, bend, kneel, stand, and/or sit for extended periods.

  
  


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  Ability to frequently lift or move 40 lbs. or greater.

  
  


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  Ability to grasp, lift, carry, and move packages using a wheeled cart with a load capacity of 60 lbs.

  
  


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  Manual dexterity required to operate office and mailroom equipment.

  
  

Travel

None or Negligible

Other Duties

This job description is not intended to be a comprehensive listing of all duties and responsibilities. Duties, responsibilities, and activities may change at any time with or without notice.

WHAT WE OFFER

• Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities.


• Learning & Development: At SPS, we promote a work culture of learning so that you can develop to be the best at what you do.


• We Recognize Talent: We offer a variety of recognition programs for all levels of employees.


• Paid Time Off: Full time: Minimum of 80 hours/calendar year. Part time/temporary: Minimum of 1 hour for every 30 hours worked. PTO amounts may increase based on tenure and/or the assigned account.  PTO allows employees to take approved time off for any reason.


• Bonuses: Are available for employee and client referrals for current employees.


• Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking Pre-Tax Plans, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, and Entertainment Discounts.
  
  
  
  • Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering.
  
  
  
  

About SPS

SPS is a global workplace solutions and business transformation company operating in more than 20 countries. Across North America, we help clients enhance workplace experiences and business operations through services including workplace support, physical and digital mailroom solutions, intelligent document processing, reception and concierge services, and other business support offerings.

Our clients include leading organizations across banking, insurance, legal, higher education, professional services, and many Fortune 500 companies.

At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity and diversity.

SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by applicable law.

Colorado only: We accept applications for an expected minimum of 5 days from the date it is posted. The posting may remain open longer as needed to ensure a robust and inclusive applicant pool.

To ensure a fair and authentic interview process, applicants may not use AI tools or any other form of real-time assistance during interviews. SPS team members may use transcription or note-taking technology solely to support accurate interview documentation. No AI or automated decision-making tools are used to screen, assess, or select candidates for this role. SPS uses the Greenhouse Applicant Tracking System to facilitate application management and recruiting workflows. Human recruiters and hiring managers review applications and exercise independent judgment throughout the hiring process

SPS offers reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time.

To view our privacy policy, click on the link below: Data Privacy Statement

Acknowledgement Section: By submitting an application, by hitting "Submit Application", you certify that the information contained in this application is true and complete. You attest to the fact that the answers provided are correct to the best of your knowledge and ability. You certify that you have not knowingly withheld any information that might affect your chances for hiring. You understand that any false information or omission (including any misstatement) on this application or on any document used to secure this employment can be grounds for rejection of application or, if you are employed by SPS can be grounds for immediate termination from this company.