Mail Services Lead Specialist
Description
POSITION SUMMARY:
The Lead Specialist is knowledgeable in all areas of the mail services operations and consistently delivers a positive customer experience in a corporate environment. Time will be spent receiving, processing, sorting, staging of all inbound and outbound mail/packages and coordinating location deliveries from off-site or in-center operations utilizing package tracking software with limited supervision. Their duties utilize consultative skills to anticipate needs, recommending the appropriate FedEx Office products and services and suggests alternatives to provide solutions. With leadership direction, the Lead Specialist assists in the oversight of all Mail and Parcel Associates and may provide direction to resolve escalated customer issues. Will regularly interface with customers of all levels working to fulfill contractual requirements of the business operations to meet the needs of the customer.
GENERAL DUTIES AND RESPONSIBILITIES:
(This is a representative list of the general duties the position may be asked to perform, and is not intended to be all-inclusive)
- Lead daily mailroom activities including incoming and outgoing mail handling, interoffice distribution, shipping/receiving, and package tracking.
- Coordinate workflows and prioritize mail services to meet or exceed service-level agreements (SLAs).
- Act as a point of contact for internal team questions and informal training support.
- Ensure team adherence to client protocols, confidentiality requirements, and company and customer operating procedures.
- Assist key stakeholders with performance tracking, incident documentation, inventory control, and procedural updates.
- Operate and troubleshoot mailroom equipment, including postage meters, scanners, and tracking systems.
- Communicate with vendors (e.g., FedEx, UPS) and client departments regarding deliveries and service requests.
- Lead by example in upholding safety, quality, and professionalism in all interactions.
- Demonstrates leadership behaviors to ensure friendly, polite, expert service is experienced by all customers
- Manages mail room workflow to guarantee all mail and parcels are processed promptly and delivered on time
- Displays operational knowledge of mail processing equipment, package tracking software, digital mail scanning software/hardware and basic mailroom functions
- Maintains record of all incoming and outgoing mail and accountable pieces, utilizing package tracking system and/or other proprietary software to properly log items received and delivered
- Sort and prepare mail, parcel and/or supplies for delivery to the designated mail stops or delivery points
- Takes lead responsibility for digital imaging, large or specialty project management and coordination of timely deliveries
- Provides consultative approach by determining appropriate shipping methods, services and informs customers of best options
- Safeguards customer satisfaction ensuring appropriate escalation processes are followed by communicating critical issues to management
- Provides instructional leadership to team members ensuring company procedures, policies and service level standards are met
- Complies with and enforces FedEx Office established policies and procedures confirming equipment maintenance, confidentiality and document control processes and safety procedures are followed in all areas of the mailroom
- All other duties as needed or required
MINIMUM QUALIFICATIONS AND REQUIREMENTS:
- On-site at client location
- High School Diploma or equivalent education required
- 2+ year of customer service or operations experience
- 1+ year of lead experience preferred
- Familiarity with USPS and commercial carrier processes (UPS, FedEx, DHL) preferred
- Experience with mailroom equipment (e.g., postage meters, envelope openers, barcode scanners) preferred
- Basic proficiency in Microsoft Office (Outlook, Excel, Word) and mail tracking software
- Strong organizational and time management skills
- Excellent verbal and written communication skills
- For new hires, must meet all FedEx Office employment qualifications in force at time of hiring
- For current FedEx Office team members, must meet hiring criteria for the position and transfer requirements as outlined in the Team Member Handbook
Preferred Qualifications:
Pay Transparency:
Pay:
Additional Details:
Quality Driven Management strives to deliver market-leading customer experience, business excellence, and financial return through a Quality-oriented culture and day-to-day application of Quality science. Suggests areas for improvement in internal processes along with possible solutions.
- Works with management to reduce company costs/wastes, and to optimize profitability in areas of responsibility.
- Applies Quality concepts presented at training during daily activities.
- Supports FedEx Office Quality initiatives.
FedEx Office is an Equal Opportunity Employer including, Vets/Disability.
FedEx Office will provide reasonable accommodations to qualified individuals with disabilities, including throughout the application and hiring process, if requested. Applicants who require reasonable accommodations in the application or hiring process should email HR.Recruiting@fedex.com.
FedEx Office will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the San Francisco Fair Chance Ordinance, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, and the New York City Fair Chance Act. The existence of a criminal record is not an automatic or absolute bar to employment and a candidate’s criminal record will be considered individually based on factors such as the relationship between the job sought and the criminal offense, the timing of the offense, the nature of the offense, and any other relevant information. If you are applying in Philadelphia, PA, you can click here to learn about Philadelphia’s fair chance hiring law.
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