This position is responsible for a variety of tasks to include the quality and timely delivery of daily customer documentation (referred to as fulfillment), process improvement, and internal/external relationship management.
Responsibilities include, but are not limited to the following:
Coordinate and monitor Fulfillment team activities and efforts, responsible for mentoring, leadership, and team development. Support return mail processing and monitor trends. Produce manual fulfillment when needed, which will include Microsoft Word merges and manipulation of Excel data. Interact with various departments to create and maintain updates of final production templates and associated Terms and Conditions. Coordinate efforts of print vendors to utilize streamlined processes and meet customers key performance indexes, including monitoring daily reports for efficiency. Respond to service requests and compliance requests for customer documentation. Maintain fulfillment related equipment and inventory (i.e. sorting machine, postage meter, etc.) Produce reports for executive review to aid in assessment of fulfillment accuracy, timeliness, and cost efficiency. Create and monitor accuracy of template event type setups yielding proper letter/price plan association. Perform all job functions within the established internal controls framework for the area, including the key controls identified for Sarbanes-Oxley compliance. Ensure that any known internal control problems/issues/concerns are identified and communicated on a timely basis to immediate supervisor. Perform other duties as assigned.
Requirements:
3-5 years experience in a fulfillment or quality assurance capacity. Proven ability to assess and improve process flows Background in document production, with excellence in template control Ability to handle multiple projects in an organized manner Above average level of professionalism and customer communication skills
TECHNICAL SKILLS:
Excellence with MS Office products, specifically Microsoft Word and Excel CRM knowledge preferred; Siebel would be ideal Mail-handling and letter edit experience preferred High level of attention to detail; takes initiative; self-starter; able to work independently and with team
WORKING CONDITIONS
Physical Demands: In general, the following physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to allow differently-abled individuals to perform the essential functions of the job. Must be able to see, hear, speak and write clearly in order to communicate with customers; manual dexterity required for occasional reaching and lifting of small objects, and operating office equipment; Frequent sitting, occasional bending and kneeling. Work Environment: In general, the following conditions of the work environment are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to allow differently-abled individuals to perform the essential functions of the job within the environment. The office is clean, orderly, properly lighted and ventilated. Noise levels are considered low to moderate.
