Classified Title: Mail Room Supervisor Role/Level/Range: ATO 37.5/03/OF Starting Salary Range: Commensurate with Experience Employee group: Full Time Schedule: M-F / 9am-5:30pm Exempt Status: Exempt Location: 01-MD:Homewood Campus Department name: 10001457-Mailroom Operations Personnel area: Homewood Student Affairs
Reporting to the Associate Director for Student Housing, the Mail Services Manager is responsible for overseeing the year round operations of three Community Living residential mailroom centers, marketing services and student/customer services. The Mail Services Manager is responsible for supervising three professional staff mail clerks and 5 or more student staff. This position has a wide range of customer service, marketing, and administration duties. They will manage the direct delivery, processing and distribution of U.S. mail & parcels, UPS parcels, Amazon deliveries, Fed Ex mail & parcels, etc. and will supervise the daily work of mail services personnel.
Essential Job Functions:
Mail Services Management
Continue to develop/improve the different packaging and shipping services options available to students and provide information regarding domestic and international shipments to enable students to make informed decisions when mailing/shipping.
Identify problems and resolutions and facilitate change.
Oversee the management of processing of payments for retail services rendered and sales transactions by using a JCard Services' POS terminal. Process the end-of-day sales activity reports.
Oversee the management of postage, packaging and shipping supplies inventory and inform Accounting Specialist of any additional supplies and postage as needed in a timely manner.
Research mail service problems/issues, provide information on mail services, establish procedures and provide instruction for special deliveries and pick-ups.
Navigate Client Security Camera System software to investigate missing mail/package situations.
Design and create signs/flyers to market and communicate information to students regarding services provided, changes in service, hours of operation, etc.
Develop informational content for residential mail services web site and oversee the management of the residential mail services email account.
Responsible for recognizing and reporting any suspicious or potentially dangerous mail or packages and taking necessary precautions and appropriate action. Provide direct guidance/assistance to mail staff in the handling of questionable items.
Responsible for maintaining daily sales reports to reconcile with daily consolidated product mix reports.
Manage the monitoring, maintaining and reconciling of the daily stamp purchases and inventory.
Run monthly sales reports, i.e. MD Sales Tax Report, using Blackboard.
Responsible for investigating/determining accountability and initiating lost/damage package claims for students.
Responsible for documenting and maintaining package return data.
Actively participate in move-in and move-out processes as it relates to mail services. This includes staffing for both, being present to assist students and their families, and overseeing the mail services coordination for first year student move in, returning student move in, and close down processes.
Manage interviewing/hiring, supervising, performance evaluation, coaching and training practices of professional staff.
Oversee and provide guidance and support with the application, interviewing and hiring process and overall management of the student staff.
Manage the coordination of training, supervision and weekly scheduling of student mail clerks.
Responsible for the efficient distribution of time sensitive interdepartmental mailings, (i.e. Office of the Registrar, Provost, Academic Advising & Dean of Students with specific deadlines).
Coordinate and manage temporary staffing needs as needed.
Oversee the ongoing development and revisions of the Mailroom procedural manual.
Charles Commons Mail Room Operation
Responsible for managing the daily operations of the Charles Commons mail room including receiving, processing accurately and timely distribution of all incoming federal U.S. mail and packages delivered (by various carriers) for students residing in university housing.
Accountable for all deliveries accepted that require a signature from the carrier.
Navigating Housing SQL System to effectively process all incompletely or incorrectly addressed mail to determine correct address, forward, return to sender or redirect mail as needed.
Provide courteous, high quality customer service to members of the Johns Hopkins community with mail service needs by personally responding to requests for service.
Must be able to communicate effectively with departmental representatives, students, parents, staff, postal employees as well as other external delivery service employees. Communicate effectively with a variety of individuals representing diverse cultures and backgrounds and function calmly in situations that require a high degree of sensitivity, tact, and diplomacy
Navigate the IMCMG2 Mailing & Shipping Software program to efficiently and effectively process outgoing USPS, UPS & Fed Ex mail and parcel shipments, run daily reports, retrieve data regarding previous shipments, void shipments, system troubleshooting as needed, etc.
Use PC to access web-based delivery services sites such as DHL, Federal Express, USPS and UPS to research delayed deliveries or missing packages.
Accurate labeling and updating student mailboxes throughout the academic year.
Responsible for following up directly with students regarding unclaimed packages. Coordinate mail-forwarding process.
Perform other duties as assigned.
Scope of Responsibility:
Knows and understands the formal and informal departmental goals, standards, policies and procedures which may include some familiarity of other departments within the school/division.
Demonstrates sensitivity to the interrelationship of both people and functions within the department.
High School Diploma/GED required.
Associates Degree or Bachelor Degree preferred.
Supervisory experience required.
Two (2) years of experience as a Mail Systems Supervisor preferred.
Able to demonstrate and support a philosophy of excellent customer service, and diversity & inclusion.
Special Skills and Knowledge:
Courteous with strong customer service orientation, the ability to multi-task and work comfortably in a fast-paced, student centered/diverse environment.
Dependable with proficient attention to detail, strong communication and decision- making skills, must be flexible with the ability to adapt to change quickly. Able to exhibit maturity, professionalism and sound judgement.
Leadership, Team Builder, Communicates Effectively, Knowledge Worker, Decision Maker, Strategic Perspective, Leverages Resources (Coaches and Develops), Demonstrates Ethical Behavior, Maximizes Team Effectiveness, Supportive of Change.
Microsoft Office Suite, Blackboard Reporting, SQL, in addition to other software packages and computer skills as needed.
Physical Requirements for the Job:
Ability to work in a fast-paced environment, standing for long periods of time and lifting of up to 50 lbs.
The successful candidate(s) for this position will be subject to a pre-employment background check.
If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the HR Business Services Office at email@example.com. For TTY users, call via Maryland Relay or dial 711.
The following additional provisions may apply depending on which campus you will work. Your recruiter will advise accordingly.
During the Influenza ("the flu") season, as a condition of employment, The Johns Hopkins Institutions require all employees who provide ongoing services to patients or work in patient care or clinical care areas to have an annual influenza vaccination or possess an approved medical or religious exception. Failure to meet this requirement may result in termination of employment.
The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.
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