Job Summary

This position provides customer service in a timely and efficient manner to donors, sponsors, contributors, and adjoining teams at Plan International USA - contributing to sponsor and donor satisfaction.  This includes printing responsibilities, communications processing, and ChildData/document management.

                               Main Responsibilities of the Job

Printing Operations/Fulfillment

• printing operations include daily, weekly and monthly print of letters/kits/packets mailed to our donors/sponsors. (timely and accurate mailing to customers is critical)
  • Thank you letters
  • Billing Statements
  • Arrears Letters
  • Discontinuance Letters
  • Retention Post Cards
  • Sponsor Child Update Packets
  • Birthday Reminders – outsourced to Image Printing
  • Sponsorship Guide – outsourced to Data Papers
  • Address Labels for SCU packet and Child Letters mailed to sponsors
  • Face2Face welcome packets
• maintains inventory and handles paper stock and special forms as needed for specific jobs
• completes other printing requirements as needed

Outsourcing of Sponsorship Guide

• check Salesforce reports for absolute accuracy
• export kit files in excel documents from CRM
• proof all PDFs before being mailed by outsourcing company

Child Data Imports

• managing daily downloads in Salesforce from ChildData Imports of SCUs/SCUs
• review new SCIs, SCUs and updated SCIs received from the field for absolute accuracy and accept to CRM
• correct discrepancies and/or send NOI to field
• retrieve, crop photos, print and manage SCI, SCU and SCI updates for distribution of mailing

Coordinate volunteer services

• organizes work for volunteer activities
• assigns work to in-house volunteers, monitor quality, and provides feedback
• provides supplies and other support needed by the volunteers to do their work
• track volunteer hours and informs volunteer agency on a monthly basis
• collect CBC and applications from volunteers and upload to Sharefile HR

Communications

Assist with the management of correspondence to/from sponsors and sponsored children by reading and reviewing all communication content for absolute accuracy before accepting to CRM

Child Letters

• opens, prepares, and distributes international mail packets (child letters) from Countries
• separate final letters and current letters – match final letters to CMSC or document in clients account
• data entry of child communications by type into CRM
• label envelopes and match child communications with labeled envelopes
• archive in client accounts in CRM as needed

Sponsor Letters

• researches field and sponsor documents to determine appropriate destination
• data entry of sponsor communications by type into CRM
• pick up sponsor communications from Donor Relations, check for data entry in CRM
• file sponsor letters by Program Unit in preparation for international mail

Web Downloads – Backup Support

Assist in maintaining weekly downloads of web letters/postcards and e-mail from sponsors

Web Letters

• download and print by field office in preparation for international mail
• data entry of sponsor communications into CRM
• file sponsor letters by Program Unit in preparation for international mail

E-Letters

• maintain daily emails in the USNO Child Letters Folder
• forward sponsor emails to field office
• data entry of sponsor communications in CRM
• file sponsor letters by Program Unit in preparation for international mail

CMSC/CMGC Processing –Backup support

Assist with download of cancellations from Salesforce Imports

• Download and print CMSC/CMGC and check for any discrepancies
• Send NOI to field with discrepancies
• Match final child letters (FWL) with CMSC

Qualifications Needed to Be Successful in the Job

A demonstrated commitment to children and their welfare

Skills, Knowledge, Abilities Excellent numeric data entry and math skills Technical knowledge of printing services Ability to work cooperatively and collaboratively within team and across the organization Ability to effectively communicate orally and in writing Excellent organizational skills Customer-focused Ability to prioritize various responsibilities as they relate to daily work activities Excellent computer skills including Word, Excel and Outlook Ability to use FAX, copier, letter opener, label machine, calculator, folding machine Ability to lift large boxes up to 25 - 50 pounds Ability to work extra hours as needed Excellent interpersonal skills Ability to link own job responsibilities and overall organizational goals and needs, and to perform the job with broader goals in mind Ability to keep one’s emotions under control when faced with opposition, pressure, and/or stressful situations Ability to employ active listening techniques, to ensure complete understanding Ability to be flexible and to easily shift gears Ability to make decisions independently Education and Experience Associate's degree and/or 2-3 years equivalent/similar work experience. Salesforce knowledge a plus. Physical and Mental Demands Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job Work Environment Typical office environment

Key Interactions

Within Plan International USA All other Plan International USA team members Volunteers Sponsors and donors Within the Global Plan World Field Offices International Headquarters Outside Plan Vendors/suppliers Volunteer agencies Plan is a child-centered community development organization working with communities in over 50 countries to end the cycle of poverty for children and their families. We invite our staff to embrace Plan’s mission, working in partnership with management, peers, donors, and other supporters in an effort to make lasting change for children and families around the world.    We aspire to five core values that help us define our culture and to inform our business decisions:  Accountability, Passion, Integrity, Respect, and Excellence - AsPIRE. Plan expects all staff to exhibit and embrace these values in every part of their work lives. We are committed to adhering to Plan’s Child Protection Standards and protecting the wellbeing of children in any situation that may arise. The protection of children is everyone’s responsibility. Plan offers opportunities for growth and development through internal and external training opportunities. We value the ideas and opinions of staff at any level and provide forums in which those can be shared with others.  Plan is an equal opportunity employer and follows all laws associated with the EEOC. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire. Apply at: https://www.planusa.org/careers