Customer Service

E-mail: mcsbcs@mail.nih.gov
Phone: 301-496-3586
301 N. Stonestreet Ave., Bethesda MD 20892-3333
Hours of Operation: Mon - Fri, from 7:30 a.m. to 4:30 p.m.

Charter

The Division of Mail Management Services, Mail Customer Service Branch was created to assist in the expeditious handling of questions and actions requested by NIH employees regarding mail services.

Responsibilities

The primary responsibilities of the Mail Customer Service Branch is to:

• Assist NIH employees with establishing mail pick-up and/or delivery; assignment of mail stop codes (MSC) and mailboxes; mailing supplies (not carried in self-service stores); and general mail and/or distribution problems.
• Provide guidance on mail preparation and processing (i.e, Permit Imprint Mailings , Business Reply Mailings , Designing Business Mail, Address Standards, etc.)
• Provide written guidance (upon request) from U.S. Postal Services regulations and/or manuals; internal NIH regulations, standard operating procedures, and/or policy letters regarding mail services.
• Receive, sort, and process NIH interoffice and US Postal Service mail that is undeliverable as addressed.
• Screen incoming mail for suspicious letters and packages; and report suspicious mail pieces to the proper authorities.
• Provide quality control and ensure customer satisfaction.
• Initiate tracer actions for receipt and delivery of NIH interoffice specials and US Postal Service accountable mail (Express, Registered, Certified, Insured, etc).