Job Title: Client Services Supervisor

Reports To: The Client Services Supervisor will report to the Client Services Manager.

Job Overview:

The Client Services Supervisor (CSS) position is to sit on-site with our client and help oversee site operations. The position is responsible for daily service delivery, employee management, overall customer satisfaction, and strict adherence to all SPS policies.

Overall, this position continuously offers the highest level of service to all client and SPS employees while maintaining a professional image of the company by providing prompt, courteous and efficient service.

Duties and Responsibilities:

• Oversees service delivery for print services and mail/shipping/receiving.
• Manages the receipt, delegation and successful completion of all client requests.
• Meets all client and SPS deadlines.
• Manages all resources within the operation including people, hardware/software and facilities.
• Coordinates staff schedules to ensure appropriate staff levels are maintained and proper coverage is provided for PTO, sickness and emergencies.
• Maintains a safe working environment for the SPS staff.
• Tracks all client requests using the approved tracking mechanism and performances.
• Maintains metrics for monthly reporting of KPIs/SLAs.
• Oversees all equipment, supply and messenger vendors to comply with SPS contract.
• Performs multiple daily walkthroughs to observe team performance first hand.
• Documents any incidents and inform Client and SPS immediately.
• Consistently executes all deadlines to be met for for payroll.
• Insures client & employee engagement.
• Maintains Client Satisfaction Index (CSI) at or above previous score.
• Participates in monthly and quarterly client business reviews.
• Maintains Employee Satisfaction Index (ESI) at or above previous score.
• Participates in SPS sponsored events.
• Establishes and maintain accountability to Client Services Manager and/or higher level leadership.
• Coaches, develops, and cross trains operations team to grow their careers.
• Sets and communicates to each staff member individual responsibilities, operational issues/concerns, daily goals, service improvements and customer expectations.
• Develop, appraises, and counsels staff to reduce turnover, improve employee satisfaction and increase promotability of staff members.
• Maintains consistent documentation monitoring the status of each employee.
• Provides annual employee performance evaluations and reviews as directed by SPS.
• Insures operational excellence.
• Performs strict adherence to all SPS policies & procedures.
• Serve as a knowledge resource regarding SPS policies and procedures
• Meets or exceeds all contractual and client KPIs/SLAs.
• Immediately reports any personnel, security or data breach incidents to SPS leadership team.
• Proactively institutes the SPS Governance Model to ensure client satisfaction.
• Standardizes policies and procedures, including statistical monthly reporting and benchmarks.
• Drives operational improvements and solution design.
• Troubleshoots and resolves all client, site management and site staff issues.
• Coordinates, implements and oversees any special projects.
• Manages direct reports.
• Assists in the development of training materials and execution of formal training sessions.
• Maintains consistent communication with Client and SPS at all levels.

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.
• Ability to maintain confidentiality.
• Attention to detail.
• Ability to function with a high level of patience, tact and diplomacy to defuse anger and collect accurate information.
• Able to convey information and ideas through speech in ways that others will understand.
• Able to listen to and understand information and ideas presented through spoken words and sentences.
• Able to speak clearly so listeners understand, identify and understand the speech of another person.
• Be personable, articulate, knowledgeable and professional in presenting oneself in a professional setting.
• Flexibility in dealing with simultaneous projects.

Qualifications and Education Requirements:

• High School Diploma (or equivalent) required. Bachelors Degree or higher preferred.
• Minimum of 3 years of experience in
• Previous management/ supervisor experience overseeing 5-10 employees.
• Ability to build business relationships and interact effectively with clients at all levels.
• 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.
• Required to maintain an overall professional appearance and attitude.
• Adhere to all policies and procedures required.

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.

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.

About SPS:

SPS is an award-winning employer of choice offering outsourcing solutions that leverage Intelligent Automation (Artificial Intelligence & Robotic Process Automation) in more than 22 countries across the globe.

In North America, our services include Mailroom Management (both physical and digital), Office Services such as Reception, Lobby Concierge and Conference Room Management in addition to Document Processing Services utilizing leading edge technologies. Our clients today are companies in sectors such as banking, insurance, legal, higher education, advertising and other professional services, including many Fortune 500 companies.

SPS is committed to delivering high caliber outsourcing experience to our clients and offering our employees challenging and exciting career opportunities throughout the North America region and globally. SPS is committed to investing in the professional development of our employees and offers competitive comprehensive benefits and diverse development training programs that lead to building careers.

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 law.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• copy and prints: 2 years (Required)
• mailroom: 2 years (Required)
• supervisory: 2 years (Required)

Work Location: In person