Supervisor, Fulfillment Services Center

Job Details

Job Location

Atlanta - Corporate - Atlanta, GA

Remote Type

Fully Remote

Position Type

Full Time

Salary Range

$55,000.00 - $60,000.00 Salary

Description

Job Purpose:

The Supervisor, Fulfillment Services Center (FSC) supervises a team within one or more stages of the FSC process, ensuring efficient, effective fulfillment of transcript orders. The Supervisor alsoworks proactively to increase accuracy and quality of products by performing quality control checks onelectronically generated, printed and scanned materials prior toelectronic delivery and/or shipment.

Job Duties

• Train team members on policies, procedures, tasks, and best practices
• Prepare, review, publish, and distribute training materials to team(s)
• Implements FSC policies, procedures, and task outlines to facilitate accurate, timely production of orders
• Track deadlines regarding receipt of time-sensitive transcripts and materials and expedite jobs as necessary
• Prioritize orders in assigned queues
• Assist in the management of FSC reports (e.g. sales order production status report and must go/expedite report)
• Facilitate fulfillment of advanced or specialized orders by providing expertise and guidance to team members
• Serve as a resource for staff members across the FSC department by answering questions and providing guidance
• Communicate with Managers and other Supervisors regarding the needs of assigned team(s)
• Lead and motivate assigned team(s) to meet job standards and organizational goals
• Communicate with local offices and court reporters to resolve questions, obtain corrections, and missing materials
• Resolve issues and tickets
• Review printed and electronic materials to identify inconsistencies or formatting concerns and inclusion of appropriate attachments (e.g., exhibits and links, XMEF, etc…)
• Provide feedback to team members to maintain a high-quality standard
• Accurately input order information for appropriate shipping and invoicing
• Clearly communicate protocols for handling assignment/client specific requests
• Produce and review key performance indicators with direct reports weekly
• Review, monitor, and approve time off requests for team members
• Draft, recommend, and perform disciplinary actions as needed
• Other duties as assigned
  
  

Qualifications

Required Knowledge, Skills and Abilities

• Excellent interpersonal, verbal, written, communication, and organizational skills
• Ability to interpret and analyze data and make recommendations based on findings
• Proficiency using Microsoft Outlook, Word, Excel
• Ability to learn to use specialized software (Solaria, TMPEG, YesLaw); current proficiency preferred
• Proficiency in problem solving, research, and client follow up to both external (client) and internal (co-workers) clients
• Detail-oriented with the ability to plan work effectively
• Ability to meet assigned deadlines
• Ability to make sound decisions
• Ability to multitask and shift priorities
• Ability to work under pressure
• Ability to work towards a successful solution
• Ability to take direction from more than one source and prioritize work based on urgency
• Maintenance of regular, acceptable attendance
• Demonstrate a commitment to company objectives
  
  

MEASUREMENTS OF SUCCESS

• Meet deadlines set by managers and other key personnel
• Effectively support team members throughout the FSC and local offices
• Meet expectations for accuracy, productivity, and volume of work product output
  
  

Experience Qualifications

• High school diploma or GED required; Associates degree or higher preferred
• 2+ years of Esquire FSC experience preferred
• Legal or law firm experience preferred
• Client service experience in an office setting
  
  

PHYSICAL ENVIRONMENT AND WORKING CONDITIONS

• The physical demands described here 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 enable individuals with disabilities to perform the essential functions.
• Workspace is within an office environment with some exposure to excessive noise, dust, temperature and the like.
• Raising or lowering packages from one level to another. Lifting up to 30 lbs. Pushing, bending, kneeling and crouching.
• The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of essential functions, responsibilities or requirements.
  
  

Don’t meet every single requirement? We are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply. You may be just the right candidate for this or other roles.