Ship's Store Customer Services Manager

Job description

Ship's Store Customer Services Manager Amentum is a global leader in advanced engineering and innovative technology solutions, trusted by the United States and its allies to address their most significant and complex challenges in science, security and sustainability. Our people apply undaunted curiosity, relentless ambition and boundless imagination to challenge convention and drive progress. Our commitments are underpinned by the belief that safety, collaboration and well-being are integral to success. Amentum is seeking a Ship's Store Customer Services Manager to support a unique US Navy program on the island of Diego Garcia. The Ship's Store Customer Services Manager is responsible for leading and overseeing customer service operations within the Ship's Store. This role requires a leadership mindset, excellent interpersonal skills, and the ability to ensure exceptional levels of service while maintaining operational compliance with policies and procedures. Job Responsibilities: Customer Service Operations : Managing day-to-day operations of the Ship's Store, ensuring all aspects of customer service run smoothly and efficiently. Ensuring the provision of proactive, polite, and professional customer service to meet or exceed patron expectation Resolving customer service issues in a calm, professional, and efficient manner, including responding to complaints and facilitating resolutions. Monitoring feedback from patrons and identifying opportunities for improvement in customer service processes. Supervision and Team Coordination : Leading and supervising the customer service team, ensuring performance aligns with established company standards. Training, mentoring, and coaching staff to maintain high levels of professionalism and customer service proficiency. Organizing work schedules and assignments to ensure effective service coverage during operating hours. Conducting performance evaluations and providing constructive feedback to team members for improvement. · Compliance and Reporting: Overseeing compliance with all applicable policies, procedures, and regulations related to customer service and retail operations. Managing records, registers, and reporting documentation for customer service activities, ensuring accuracy and timely reporting to management. Ensuring that store inventory, cash handling, and transactions comply with company and governmental policies. Perform other job-related duties as assigned that are consistent with the nature and level of the position. Required Qualifications: · A minimum of three (3) years of experience as a customer service supervisor or similar role. · Strong leadership skills with the ability to manage, mentor, and motivate a diverse team. · Exceptional customer service and interpersonal skills with a proven ability to handlechallenging customer situations with professionalism and diplomacy. · Effective communication skills to interact with team members, management, and patrons effectively. · Strong organizational and time management skills to oversee tasks and schedules in a fast- paced retail environment. · Working knowledge of retail operations, including customer service standards, cash handling, and merchandising. · Must be in possession of a valid passport and be able to travel internationally. · Passport should be valid for a minimum of one (1) year or more at the time of hiring. · Ability to obtain country-specific visas per the U.S. Department of State Foreign Clearance Guide. · Ability to successfully pass contract medical requirements and maintain compliance for the duration of deployment. · Must be able to obtain and maintain facility credentials/authorization. · Must be able to speak, read, and comprehend English to the extent that they can perform the contract requirements and comply with installation emergency procedures. Preferred Qualifications: · Familiarity with Ship's Store operations or Navy retail policies and procedures. · Experience within a military or government-operated retail operation, including knowledge of applicable policies and requirements. · Prior experience working in an austere OCONUS (Outside the Continental United States) environment with a multi-national workforce. · Valid country driver's license. · Training or certifications in customer service, retail management, or leadership. OTHER RESPONSIBILITIES Safety: Amentum enforces a safety culture whereby all employees have the responsibility for continuously developing and maintaining a safe work environment. As appropriate, each employee is responsible for completing all training requirements, fulfilling all self-aid/buddy aid responsibilities, participating in emergency response tasks, and serving on safety committees and teams. Quality : Quality is the foundation for the management of our business and the keystone to our goal of customer satisfaction. It is our policy to consistently provide services that meet customer expectations. Accordingly, each employee must conform to the Amentum Quality Policy and carry out job activities in compliance with applicable Amentum Quality System documents and customer contracts. Each employee must read and understand their Quality Management andCustomer Satisfaction responsibilities. Procedure Compliance: Each employee must read, understand, and implement the general and specific operational, safety, quality, and environmental requirements of all plans, procedures, and policies pertaining to the job. Working Environment This position is located on Diego Garcia, British Indian Ocean Territory (BIOT), a remote overseas location supporting U.S. Government operations. Employees may work in office, industrial,warehouse, port, airfield, and outdoor environments and may be exposed to high temperatures, humidity, inclement weather, noise, dust, and uneven terrain. Work schedules may include evenings, weekends, holidays, and extended hours based on operational requirements. Physical Requirements Requirements may include prolonged sitting, standing, walking, climbing stairs, lifting up to 25 pounds regularly and 50 pounds occasionally, and working in both indoor and outdoor environments. Must be able to meet all medical, security, and deployment requirementsassociated with assignment to a remote overseas location.