Client Services Supervisor

The Client Services Supervisor will manage multiple reception and mailroom sites (Business Service Centers) in a legal setting.  The position is responsible for daily service delivery, employee management, overall customer satisfaction, reprographic/print production and strict adherence to all SPS policies. The CSS will act as the primary daily client contact in correlation with the Client Service Manager. While overseeing the staff onsite for all supervisory functions required. 

People management includes:

• Extremely good attendance and punctuality on-site is essential for this role.
• Ensuring scheduling of staff is accurate and meets clients' needs
• Ensuring sites are up and running per the service level agreement with our client, Amazon
• In-depth understanding of staff's standard operating procedures
• Light training/coaching of staff
• Consistent and professional verbal and written communication
• Precise and concise communications to staff and manager
• Professional development and performance discussions with staff
• Regularly attend meetings and taking on projects to expand and improve the quality of operations
• Reporting all escalations out of scope to the client service manager

Competencies: 

• Results-oriented. 
• Driven by client satisfaction. 
• Strong integrity, solid business ethics. 
• Excellent presentation and interpersonal skills. 
• Excellent English written and oral communication skills. 
• Expert in customer service skills, professional attitude and appearance. 
• Good organizational skills. 

Qualifications and Education Requirements: 

• High School Diploma (or equivalent) required. Bachelor’s Degree or higher preferred. 
• Minimum of 3+ years of experience in high level relationship building and operational management. 
• Previous management/ supervisor experience overseeing 5-10 employees. 
• Ability to build business relationships and interact effectively with “C” level executives. 
• Solid understanding of selling skills. 
• Exceptional computer skills. 
• Industry related experience a plus. 
• Driven by client satisfaction, with proven track record of diplomacy and ownership. 
• Strong integrity, solid business ethics. 
• Strong team approach to account management. 

Physical Demands: 

• Fine and/or gross motor skills, including the ability to grasp, lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 60 lbs. 
• Ability to walk, bend, kneel, stand, and/or sit for an extended period of time. 
• Manual dexterity required for operating office machinery (phone, copy machines, binding equipment, etc.). 
• Physically able to talk on the phone and input data simultaneously. 
• Ability to lift or move 40 lbs. or greater frequently. 
• Specific vision abilities required by this job include close vision, distance vision, ability to adjust focus and ability to match or may include detection of differences between colors, including shades of color and brightness. 

Travel: Some local travel is required for this position. Approximately up to 25%. 

Other Duties: 

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.