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Customer Service Team Lead- Reprographics- Copy Center 

EOE StatementWe are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.
Req Number PR-JR-0106 - 09012014  
Category Field Services - Hourly  
City, State/Province  
Exempt/Non-Exempt Non-Exempt  
Country US 

Schedule / Hours 1st shift: 40 hours per week 


Novitex Enterprise Solutions delivers innovative document and communications management solutions that help companies around the world drive business process efficiencies, increase productivity, reduce costs and improve customer satisfaction.

Summary of Position: The Customer Service Team Leader. The right candidate will be an integral part of the Novitex team, supporting our continued growth. As Customer Service Team Leader, you will be responsible for successful delivery of all aspects of the contracted site services and the on-site Novitex team. In order to achieve these objectives, you will be expected to maintain a high level of client contact; develop site personnel, and maintain a cost effective and profitable site operation.

Responsibilities include but, are not limited to: leading team in Reprographics and Print Services, outgoing package delivery and S&R duties, ensuring a high level of customer service and managing a team of CSA’s

  • We are looking for a Team Leader willing to do “whatever it takes” to get the job done
  • Ideal candidate has a “can do” attitude with excellent communication skills
  • Select, develop, motivate, and maintain a properly staffed team, so that all work is processed in accordance with service level agreements
  • Compile, generate, and publish reports to ensure internal and external accuracy and productivity
  • Coach employees for performance and development
  • Provide clients with updated documentation for all processes
  • Develop plans for improving quality, and efficiency by reviewing work flows, procedures, systems and performance
  • Constantly monitor the workflow and utilize manpower in the most effective manner to ensure satisfaction of all service level commitments and maximization of cost effectiveness
  • Responsible for scheduling vacations, floating holidays, overtime hours, and backup coverage for employees
  • Responsible for maintaining equipment and performing software updates
  • Meet critical client expectations and deliver results in a timely manner
  • Identify and create the potential for add-on business by developing a deep understanding of the client’s business strategy and needs
  • Maintain constant contact with the client for system changes to ensure that the department runs efficiently
  • Maintain efficient and accurate updates of customer's operation to ensure customer and client satisfaction. These goals are met through example and guidance
  • Ensure employees are cross trained and able to perform a variety of roles whenever necessary
  • Manage daily team huddles
  • Professional attire
Position Requirements

Required Qualifications:

  • High school diploma required /undergraduate degree preferred
  • Minimum of 3 years supervisory experience managing a staff of non-exempt employees in a client facing environment
  • Staff management experience including; establishing performance expectations and performance monitoring, corrective action documentation, as well as staff development and coaching
  • Strong computer proficiency in email environments, MS Office, Outlook, Exchange
  • Excellent oral and written communication skills
  • Ability to excel in a fast-paced, multi-tasking, team environment
  • Ability to coordinate available resources to provide effective operation
  • Ability to perceive and analyze client, employee, and technical problems. Must be able to develop alternatives and make recommendations
  • Must be flexible and have the ability to handle many projects at one time
  • Must be self-motivated and able to perform with minimal supervision
  • Ability to complete and write concise reports, procedures, and documentation that are error free
  • Creative thinker
  • Outstanding work ethic
  • Target-driven
  • Enthusiastic and passionate
  • May be required to lift items weighing up to 50 pounds
  • May be required to stand for long periods of time
  • Ability to meet attendance policy
  • Availability to work additional hours if needed
  • Successful completion of a pre-employment drug test, employment history check, credit check and criminal background check 
About the Organization Novitex Enterprise Solutions delivers innovative document and communications management solutions that help companies around the world drive business process efficiencies, increase productivity, reduce costs and improve customer satisfaction. For almost 30 years, clients have turned to us to integrate and optimize their enterprise-wide business processes to empower employees, increase productivity and maximize results. As a trusted partner, we continually focus on delivering secure, technology-enabled document and communications solutions that improve our clients' work processes, enhance their customer interactions and drive growth.

Novitex is an Equal Employment Opportunity/Affirmative Action Employer that values diversity and inclusiveness in the workplace. Women, Minorities, Individuals with Disabilities and Veterans are encouraged to apply. Novitex does not discriminate against any employee or applicant for employment because of race, color, religion, national origin, citizenship, gender, age, disability, veteran status, or any other characteristic protected by applicable federal, state, or local law. Novitex complies with the laws and regulations set forth in this poster.

Applicants may request reasonable accommodation to participate in the hiring process. If you require accommodation or assistance, please contact us at 1-855-865-0286.

Employees and Applicants who reside in Canada should note that Novitex may transfer your personal information to our parent company in the US and our data processors in the US and other jurisdictions. Your personal information may be accessed by the courts, law enforcement agencies and national security authorities in these countries, if necessary.


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