Williams Lea by RRD is a global business support services company with a strong legacy—over 200 years of experience delivering world-class business solutions. We specialize in delivering skilled administrative support, document production, presentation design, and marketing and communications services to leading companies around the world—especially within legal, financial, and professional services industries.

We’re a people-powered organization. With a presence in North America, the UK, Europe, and Asia Pacific, we have thousands of employees globally, all working together to help our clients operate more efficiently and effectively. Whether it’s supporting law firms with critical document production or helping financial institutions manage high-volume print and digital communications, we’re the behind-the-scenes team making everything run smoothly

Position summary

The Lead Office Services Associate delivers exceptional customer service for our clients Responsibilities include leading employee(s) and directing workflow for one or more service lines in: reprographics (copy) and mail services in both physical and digital environments, intake, hospitality, facilities, audio/visual, reception, expense processing, accounts payable, or other back-office (administrative, virtual or shared) services, or any other Williams Lea service lines, as needed.

The rate of pay for this role at the noted RRD location is $23 / hour. Typically, roles follow step progressions to a target rate or set increments over time. Depending on the role, in addition to the hourly rate of pay, the total compensation package may also include overtime, shift differential, call-in, and/or stand-by pay. RRD’s benefit offerings include medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with company match, life insurance and other voluntary supplemental insurance coverages, plus parental leave, adoption assistance, tuition assistance and employer/partner discounts.

Shift: M-F, 7am to 4pm

Job duties

( denotes an “essential function”) 

• Conduct time and absence for direct reports, including ensuring system accuracy and compliance with timekeeping policies and procedures

• Communicate with direct reports, manager and client on job or deadline issues.

• Immediately escalate operational problems or issues to Supervisor or Manager.

• Handle client concerns and be able to problem-solve resolutions in accordance with policies and procedures.

• Intake jobs by being able to interpret and understand all manners of client request, and coordinate workflow within the team, prioritizing jobs and delegating duties to associates. 

• Ensure team provides outstanding service to client, while building strong customer relationships. 

• Produce required reports on schedule. 

• Assist the team in completing large or more complex jobs (i.e. large numbers of requests or high volumes of incoming/outgoing activities, expansive administrative support requests)

• Conduct and oversee quality assurance process to maintain efficient workflow and assure client satisfaction.   

• Monitor workflow to ensure jobs are completed efficiently, accurately and within deadlines. 

• Assess incoming requests selecting the best equipment and/or resources for successful completion

• Make sure team follows standard operating procedures.

• Train new employees on policies and procedures. 

• Load copiers with paper and toner as needed.

• Maintain all logs and reporting documentation as required.

• Additional duties may include client or manager requests, such as setting-up conference rooms with audio/visual equipment and/or furniture configuration, mail and messenger services, food and beverage services, assist with reception coverage, manage multiple phone lines and/or visitor check-in, support large or complex projects, immediate client requests, etc. 

• Must be able to lift up to 50 lbs. on a regular basis.

• Adhere to Williams Lea policies in addition to client site policies.

• Use equipment and supplies in a cost-efficient manner.

Working conditions

• Position operates at sites with maximum of 24/7 operations.  Individual shift requirements will vary by site.

• Ability to work overtime as needed.

• Work is performed in a professional work environment.

• Professional attire required.

• Hazards include working with office machines (copiers, faxes, scanners, bindery equipment, paper cutters) and cleaning supplies and toner.

• Must be able to work standing up all or most of the time.

Job qualifications

• High school diploma or equivalent.

• Minimum of 3 years’ experience in office services preferably in a legal, banking or large corporate environment.

• Experience leading employees in areas of process and policy adherence, and time and absence tracking.

• Experience curating workflow in an organized manner to meet deadlines occurring quickly and simultaneously.

• Intermediate computer skills required, generally using Microsoft Office.

• Familiar with procedures, software and equipment supporting applicable to service lines.

• Ability to cultivate and maintain effective working relationships with clients and team members through excellent, professional verbal and written communication skills. 

• Attention to detail with emphasis on accuracy and quality.

• Ability to handle sensitive and/or confidential documents and information.

• Capable of demonstrating exemplary work ethics and professionalism at all times; maintains professional demeanor and composure at all customer service interactions.

• Ability to make independent decisions and use problem-solving skills and in line with appropriate standards/procedures.

• Excellent problem-solving skills, with the ability and understanding of when to escalate a problem to a supervisory level.

• Must be able to interact effectively with multi-functional and diverse backgrounds in a fast-paced, team environment.

• Must be self-motivated with positive can-do attitude.

Who we are: In a rapidly changing world, the ability to innovate and break new ground drives progress. Williams Lea has harnessed this ability for more than 200 years.

Our 5,200+ talented employees worldwide are experts in delivering efficient business processes in complex and highly regulated environments.

We’re always progressing. Connecting technology with expertise and strong processes to transform support services. As we enter our third century, we continue helping businesses thrive in a future driven by digitization and virtualization.

It is the policy of Williams Lea to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity of expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

Williams Lea is a drug-free workplace and performs pre--employment substance abuse testing.

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All employment offers are contingent upon the successful completion of both a pre-employment background and drug screen.

RRD is an Equal Opportunity Employer, including disability/veterans