Customer Service & Support Jobs in Boston, MA (Now Hiring) — 3,818 open — Page 8

By working at Harvard University, you join a vibrant community that advances Harvard's world-changing mission in meaningful ways, inspires innovation and collaboration, and builds skills and expertise. We are dedicated to creating a diverse and welcoming environment where everyone can thrive.

Why join Harvard University Central Administration?

Harvard University's Central Administration (CADM) is a 5,000+ employee organization that supports the university's overall excellence by understanding and serving the needs of its schools, students, faculty, staff, alumni, and surrounding communities. Through dynamic and collaborative partnerships, CADM provides high-quality and efficient services to the schools to help them achieve their goals.

Position Summary: 

• Is responsible for the management of all administrative functions and the daily operation of Mail and Distribution Services. 
• Works closely with the Delivery Manager to ensure the successful operation of Harvard University Mail Services, through a commitment to the highest standards of customer service.

Job-Specific Responsibilities:

• Manages the operations of Harvard University Mail Services, including mail processing/sorting, the Student Mail Forwarding Center, HUMS-managed Mail Centers, and multiple administrative processes at Harvard University Mail Services.
• Oversees, trains, and assists in the evaluation of mail staff in accordance with established performance management plans.
• Manages all administrative workflow for Mail and Distribution Services’ staff, including scheduling, satellite mail center coverage for all HUMS-managed locations, and all customer service functions.
• Performs weekly inspections of satellite mail centers, ensuring procedures are being followed.
• Oversees all operations at the Student Mail Forwarding Center. Has the responsibility of ensuring that the forwarding process flows properly. Manages customer service issues related to mail forwarding, delegating as needed.
• Responsible for the postage metering and outgoing mail operation. Oversees daily metering, stays informed of the latest postal rates and regulations, records account information and maintains relationships with metering customers.
• Assists in the implementation of Mail Services policies and procedures and ensures all guidelines are followed by administrative staff.
• Manages all aspects of customer service for Mail Services, including email and telephone inquiries, working closely with the Manager of Delivery and Materials Management to ensure that all operations are aligned.
• Responsible for and is a department expert on the parcel tracking systems. Ensures that all Mail and Distribution Services’ staff are trained on the system and that established departmental guidelines are followed.
• Involved in all financial processes for Mail and Distribution Services, ensuring that monthly billing for all operations is done on a timely basis. Assists Director in setting rates and developing new business.
• Has knowledge about and is able to assist the Director in developing, administering and analyzing the department’s operating budget and business plan.
• Provides input and assistance to the Director in preparing monthly, quarterly and annual financial and operational reports.
• Processes and manages all payroll turnaround for semi-monthly, weekly and light/temporary Mail and Distribution Services’ staff.
• Has a role in the hiring of all Mail Services staff.
• Participates in management of information systems planning for the unit and plays a lead role in monitoring data integrity within all systems.
• Responsible for the management of key projects at Mail and Distribution Services, including FAS package distribution and Student Move-in.
• Edits and maintains the Harvard University Mail Services Web site, in coordination Marketing and Communications Manager.
• Establishes and sustains good relations with facilities and housing offices at FAS, GSAS, HUH, HRES, and with Building Managers of the Undergraduate Houses.
• Reports regularly to the Director with updates on all operational issues.
• Markets Mail Services to the Harvard community. Advises customers on design and technical requirements of mailings and delivery. Also advises customers on metering programs designed for their departments.
• Performs related duties as required.

Working Conditions:

• Emergency Status Designation: Critical Operations Personnel

Physical Requirements: 

• Considerable reaching, bending, standing , and walking required. Must be able to lift up to 70 lbs and team lift 150lbs.

Basic Qualifications:

• Bachelor’s degree preferred with three to five years’ experience working in mail operations.
• Strong working knowledge in the operations of mail industry with shipping and receiving operational knowledge preferred.
• Ability to handle multiple tasks in a deadline-oriented environment.
• Must possess strong communication, organizational and problem-solving skills.
• Demonstrated ability to negotiate effectively and successfully resolve customer service conflicts required.
• Previous experience in a university or college setting or mail service industry preferred.
• Knowledge and experience with Harvard University operations desirable.
• Travel for this position may be required to attend industry conferences and training sessions.

Additional Qualifications and Skills:

• Must have strong computer skills including in-depth experience with spreadsheet and word processing software packages (Windows, Microsoft Word, and Excel preferred), as well as mobile operating systems (Android).
• Will be required to be proficient in all Mail Services software systems and must be willing to supplement technical knowledge with career development training courses.

Certificates and Licenses:

• Must possess a DOT (Medical Examiner’s Certificate) Physical Card and have a current, valid MA Driver’s license.

Standard Hours/Schedule:

• 40 hours per week
• Schedule: Monday - Friday, 8:00 am - 5:00 pm

Visa Sponsorship Information:

• Harvard University is unable to provide visa sponsorship for this position

Pre-Employment Screening:

• Identity, Education, Criminal, Motor Vehicle Record, Drug Test, and References

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Work Format Details

This position has been determined by school or unit leaders that all duties and responsibilities must be performed at a Harvard or Harvard-designated location. Certain visa types may limit work location. Individuals must meet work location sponsorship requirements prior to employment.

Salary Grade and Ranges

This position is salary grade level 057. Please visit  Harvard's Salary Ranges  to view the corresponding salary range and related information. 

Benefits

Harvard offers a comprehensive benefits package that is designed to support a healthy work-life balance and your physical, mental and financial wellbeing. Because here, you are what matters. Our benefits include, but are not limited to: 

• Generous paid time off including parental leave 
• Medical, dental, and vision health insurance coverage starting on day one 
• Retirement plans with university contributions 
• Wellbeing and mental health resources 
• Support for families and caregivers 
• Professional development opportunities including tuition assistance and reimbursement 
• Commuter benefits, discounts and campus perks 

Learn more about these and additional benefits on our Benefits & Wellbeing Page. 

EEO/Non-Discrimination Commitment Statement

Harvard University is committed to equal opportunity and non-discrimination. We seek talent from all parts of society and the world, and we strive to ensure everyone at Harvard thrives. Our differences help our community advance Harvard's academic purposes.

Harvard has an equal employment opportunity policy that outlines our commitment to prohibiting discrimination on the basis of race, ethnicity, color, national origin, sex, sexual orientation, gender identity, veteran status, religion, disability, or any other characteristic protected by law or identified in the university's non-discrimination policy. Harvard's equal employment opportunity policy and non-discrimination policy help all community members participate fully in work and campus life free from harassment and discrimination.