Sr. Residential Mail Coordinator (On-Campus Living)

Sr. Residential Mail Coordinator

The On-Campus Living is seeking a Sr. Residential Mail Coordinator who will be responsible for oversight and daily operations of an assigned residential mailroom, including receiving, accurately processing, and timely distribution of all incoming federal U.S. mail and packages delivered (by various carriers) for students residing in university housing.

This role is accountable for all deliveries accepted that require a signature from the carrier. Navigating housing management software to effectively process all incomplete or incorrectly addressed mail to determine the correct address, forward, return to sender, or redirect mail as needed.

Specific Duties & Responsibilities

• Oversee all incoming federal U.S. mail and packages delivered (by various carriers) for students residing in university housing.
• Research all parcel and package issues to ensure appropriate response and resolution.
• Ensure the appropriate delivery and handling of sensitive parcels to ensure safety, compliance, and timely delivery.
• Oversee all Mailing & Shipping Software programs to ensure appropriate processing of outgoing USPS, UPS & FedEx mail and parcel shipments, void shipments, and troubleshoot the system as needed, etc.
• Provide packaging and shipping service options for domestic and international shipments.
• Monitor postage, packaging, and shipping supplies inventory.
• Access web-based delivery services sites to research delayed deliveries or missing packages.
• Design and create marketing materials to communicate accurate information to residential students regarding residential mail service changes.
• Recognize and report any suspicious or potentially dangerous mail or packages and take necessary precautions and appropriate action.
• Document and maintain package return logs, accurately labeling and updating student mailboxes throughout the academic year. Adhere university policy for unclaimed packages to residential students on process for unclaimed packages.
• Responsible for following up directly with students regarding unclaimed packages. Coordinate mail-forwarding process.
• Oversee university-designated locker system to ensure tracking and delivery of all residential packages.

Supervision

• Ensure all student staff are proficient in Residential Mail Services policies and procedures and in compliance with U.S. federal mail.
• Develop and implement training for student workers on essential software platforms, including StarRez, SMART Mailing & Shipping, and the JCard Services POS terminal for retail transactions.
• Conduct annual revisions of the mailroom manuals to ensure training materials remain current with evolving operational needs.
• Onboard and supervise designated student employees and perform annual reviews of performance.
• Monitor and enforce FERPA guidelines for handling confidential student information.
• Coordinate and manage needs for high-volume periods such as Fall Move-In, Spring Move-Out, and university holiday schedules.

On-Campus Living

• Provide effective customer service to students, staff, and members of the Hopkins community with mail service needs. Able to support the philosophy of excellent customer service and diversity & inclusion.
• Must be able to communicate effectively with departmental representatives, students, parents, staff, postal employees, as well as other external delivery service employees.
• Must have the ability to communicate consistently with and develop positive working relationships with all delivery personnel.
• Machines and/or equipment used on the job:
• PC, Mailing and Shipping equipment, fax, copier, label maker, JCard Services POS Terminal, Canva, and StarRez (housing management software).
• Microsoft Office Suite, in addition to other software packages and computer skills as needed.
• Perform other duties as assigned.

Special Knowledge, Skills & Abilities

• Courteous with strong customer service orientation, the ability to multi-task and work.
• Comfortable in a fast-paced, student friendly/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 and professionalism.
• Team player, yet able to work independently with little to no direct supervision.
• Willingness to learn, take direction well, and exhibit sound judgment.

Physical Requirements

• Ability to work in a fast-paced environment, standing for long periods of time and lifting up to 50 pounds.

Minimum Qualifications

• High School Diploma or graduation equivalent
• Three years customer-service oriented work experience, preferably in a mail services environment and experience with working in a student friendly, diverse environment.
• 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.