Print & Fulfillment Technician

Purpose of the job

• Produces high-quality print document output and ensures corporate & customer print requirements and deadlines are accurately met. Ensures the timely and accurate assembly, delivery and distribution of mail, packages, parcels, and other business and promotional items to both internal and external customers. Operates industry appropriate equipment efficiently. Works with management, internal customers, support operations staff and service technicians to ensure accurate, efficient and cost-effective print production and fulfillment of customer and corporate communications.

Qualifications

REQUIRED QUALIFICATIONS

• 1 year of experience in print and/or fulfillment operations
• 1 year of experience using Excel

Required Education

• High-School Diploma or GED in general field of study

Required Licenses

• Valid Arizona driver license with acceptable driving record, or ability to obtain Arizona driver license within 30 days of hire

Required Certifications

• N/A

PREFERRED QUALIFICATIONS

• 3 years of experience in print and/or fulfillment
• 3 years of experience in digital print operations, including experience with graphic arts
• 3 years of experience in operatubg automated insertion equipment
• Intermediate Excel skill

Preferred Education

• Associate's Degree in graphic arts or general field of study

Preferred Licenses

• N/A

Preferred Certifications

• N/A

ESSENTIAL job functions AND RESPONSIBILITIES

LEVEL I (Grade 9)

• Prepare, assemble, and package prospective, new, or renewing member materials for mailing or distribution to BCBSAZ customers
• Process all data / orders accurately and completely within departmental quality guidelines and production standards
• Use PC string numbers / material codes to properly identify documents to be packaged
• Monitor and maintain established inventory levels
• Maintain working knowledge of required inventory products for uninterrupted production
• Sort, weigh and meter outgoing mail and parcels
• Collect and distribute department and corporate mail and parcels
• Prepare outgoing mail for collection by pre-sort vendors and/or courier service
• Operate UPS outbound software
• Operate Mail Collating equipment and Mail Metering equipment
• Maintain equipment in a clean, functional and orderly manner. Review equipment maintenance schedules to ensure equipment is properly serviced and operational
• Maintain accurate reporting, logs and records on fulfillment and distribution functions and cost centers, in a timely manner
• Adhere to departmental operating procedures, safety and security procedures, and quality guidelines
• Demonstrate and maintain current working knowledge of the required BCBSAZ systems, procedures, forms and manuals

LEVEL 2 (Grade 10)

• Efficiently operate and maintain all required software and equipment
• Identify and document equipment and software problems, opening service calls for technical assistance from equipment vendors and assisting the service technician with troubleshooting problems either over the phone or when the service technician arrives onsite
• Log, track and maintain accurate production records, including completed routing requests to the appropriate final destination.
• Identify substandard performance by machines
• Communicate with maintenance vendors and system support engineers as appropriate
• Perform Peer Audits and track audit results of Onboarding Packets and Shipping Labels
• Reconcile & Report EOD mailing & fulfillment jobs

LEVEL 3 (Grade 11)

• Train new personnel on: equipment operation, maintenance, troubleshooting, quality control standards and methods.
• Provide assistance and support in the day-to-day operation of the print & fulfillment activities.
• Troubleshoot any issues with requestor to achieve ultimate efficiency and desired output
• Research & Provide documentation for Print & Fulfillment Operation inquiries.
• Communicate with maintenance vendors and system support engineers as appropriate
• Order specific supplies for daily operation of equipment
• Attend all training required to obtain any required operator certifications for assigned role

LEVEL 4 (Grade 12)

• Order supplies from vendors as appropriate
• Develop and maintain relationships with internal customers, colleagues and supply vendors for optimum business partnering results
• Prioritize work to manage multiple priorities during peak times
• Coordinate external overflow or outsourcing work with approved vendors as appropriate
•  Allocate job costs to responsible department
• Leadership role with Print & Fulfillment stakeholders and customers
• Advanced skill with operating and maintenance of equipment
• Attend all training required to obtain any advanced operator certifications for assigned role

LEVEL 5 (Grade 13-14)

• Lead - Auto-Packaging & Distribution Services
  • Subject Matter Expert for assigned areas, first level of questions and troubleshooting
  • Monitor daily work for SLA escalations
  • Provides routine feedback to staff regarding operational protocol
  • Prepare Operational  Reporting for daily production of Automated Packaging machines,  Mail Meter accountability, and Collator production
  • Scheduling & Monitoring of priority work
  • QC and Auditing of Reconciliation, automated damaged pieces, iOffice Request Forms
  • Primary responsibility for EOD Vendor pick up and reconciliation of corporate mailings
  • Responsible for performing and auditing Model Office / UAT of fulfillment activities
  • Shared responsibility for Auto-Pack and Fulfillment Proxy Boxes
  • Share responsibility for Iron Mountain Offsite Storage
  • Monthly Chargeback data by cost center for permit and postage mail
  • Log Daily PMD for respective areas
  • Back Up Supervisor and other Lead as needed
  • Provide objective and operational feedback of staff performance to Sr. Supervisor
  • Perform Operational work as required

• Lead - Print & Customer Service
  • Subject Matter Expert for assigned areas, first level of questions and troubleshooting
  • Monitor daily work for SLA escalations
  • Provides routine feedback to staff regarding operational protocol
  • Prepare Operational Reporting for Print Production, Sales Requests,  Member Onboarding, & Supply Line
  • Schedule and Queue all Print Production Work
  • Scheduling & Monitoring of priority work
  • Responsible for performing and auditing Model Office / UAT of print & customer service activities
  • Responsible for coordinating new print workflows
  • QC and Auditing of Print Production, Member Onboarding packets, and all customer requests
  • Receiving Department Invoices into Oracle, creating Purchase Orders in Oracle
  • Monthly Chargeback data among cost centers for Print production and Shipping costs
  • Log Daily PMD for respective areas
  • Back Up Supervisor and other Lead as needed
  • Provide objective and operational feedback of staff performance to Sr. Supervisor
  • Perform Operational work as required

ALL LEVELS

• Adhere to departmental operating procedures, safety and security procedures, and quality guidelines
• Demonstrate and maintain current working knowledge of the required BCBSAZ systems, procedures, forms and manuals

• The position requires a full-time work schedule. Full-time is defined as working at least 40 hours per week, plus any additional hours as requested or as needed to meet business requirements.
• This position requires flexibility of schedules to meet customer demands and during times of peak activity
• Perform all other duties as assigned.