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Reporting to the Associate Director for Student Housing, we are seeking a **_Mail Services Manager_** who will be responsible for overseeing the year-round daily operations of three On-Campus Living residential mailroom centers, marketing services, and student/customer services. The Mail Services Manager is responsible for supervising three professional staff mail clerks and 12 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, FedEx mail & parcels, etc., will supervise the daily work of mail services personnel; and perform related administrative duties as required.

Specific Duties & Responsibilities

_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 the 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 the 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 instructions 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.

+ Coordinate and manage cyclical changes in year-round operations. Including move-in and move-out, summer conferences, and intersessions.

+ Develop informational content for the residential mail services website 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 reconciliation of the daily stamp purchases and inventory.

+ Run monthly sales reports, i.e., MD Sales Tax Report, using Blackboard.

+ Manage setup and operation of year-end Shipping Depot.

+ Work with carriers and vendors to ensure safe delivery and receipt of student and staff orders.

+ Devise guidance and information for students and staff to ensure best delivery practices. Coordinate with IT for additional PC and hardware requirements. Set and revise hours of operation and staffing requirements as needed.

+ Responsible for marketing and communicating the mail business services provided throughout the academic year.

+ Responsible for the daily management of all university-issued PC and laptop systems and associated hardware. Coordinate with IT and vendor services to maintain all updates, troubleshoot malfunctions, and develop and implement new software processes to improve efficiency, including Quadient SMART, StarRez, and Blackboard software.

_Mail Services Manager_

+ Responsible for investigating/determining accountability and initiating lost/damaged 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.

_Staff Supervision_

+ 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, and 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 StarRez to effectively process all incompletely or incorrectly addressed mail to determine the 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, and 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 & FedEx mail and parcel shipments, run daily reports, retrieve data regarding previous shipments, void shipments, system troubleshooting as needed, etc.

+ Use a 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 of student mailboxes throughout the academic year.

+ Responsible for following up directly with students regarding unclaimed packages. Coordinate the mail forwarding process.

+ Develop and document Standard Operating Procedures for all mailroom processes.

+ Develop assessment tools when evaluating and debriefing mailroom processes.

+ 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 with other departments within the school/division. Demonstrates sensitivity to the interrelationships among people and functions within the department.

Minimum Qualifications

+ High school diploma or graduation equivalent.

+ Two (2) years of experience as a Mail Systems Supervisor preferred—supervisory experience required.

+ Additional education may substitute for required experience, and additional related experience may substitute for required education beyond a high school diploma/graduation equivalent, to the extent permitted by the JHU equivalency formula.

Preferred Qualifications

+ Associate or Bachelor's Degree preferred.

Knowledge, Skills, and Abilities

+ Courteous with strong customer service orientation, the ability to multitask, 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 judgment.

+ 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, StarRez, in addition to other software packages and computer skills as needed.

Classified Title: Mail Room Supervisor

Job Posting Title (Working Title): Mail Services Manager (On-Campus Living)

Role/Level/Range: ATO 40/E/03/OF

Starting Salary Range: $44,200 - $76,752 Annually (Commensurate w/exp.)

Employee group: Full Time

Schedule: 8:30- 5pm

FLSA Status: Exempt

Department name: Community Living Operations

Personnel area: University Student Services