Customer Service Manager

Amentum • Fort Bragg, NC • 1w ago

POSITION SUMMARY

Amentum, a global leader in critical mission support, engineering, technology, and national security solutions, is seeking a Customer Service Manager (CSM) for a pending contract award. The CSM will report to Program leadership and will share the responsibility for the performance of the work of full contract matters relating to the order fulfillment and customer service responsibilities within this contract in addition to preparing daily, weekly, and monthly reports as directed. The CSM will respond to requests of Program leadership and perform any other duties as assigned by the Program leadership team.

Responsibilities include, but are not limited to:

Responsible for fulfillment of all sales orders (regular and supplemental orders).

Supervising / managing team of customer service representatives assigned to each customer location.

Manage customer relationship on appropriate level.

Responsible to ensure high performance customer standards are achieved and maintained.

Communicate with customers and immediately report any issues or concerns to Program leadership.

Obtain customer future demand signals and properly analyze and route information to demand planning and forecast team for inventory replenishment.

Work efficiently in a mobile role while remaining on task.

Interact with high level military and government employees in highly visible role.

Successfully address and resolve arising problems or complaints, notifying leadership as warranted.

Maintain a positive and professional approach with coworkers and customers.

Perform other duties as assigned.

All work performed will be IAW international, US, Army and PWS criteria.

The CSM shall be available within 2 hours to meet on the installation with Government personnel to discuss problem areas.

QUALIFICATIONS

Ex Army/Navy Supply Officer or DFAC Manager in AOR.

Certified Customer Service Representative preferred.

Supply officer in AOR preferred.

At least three (3) years previous leadership responsibilities and experience.

Excellent organizational and time management skills.

Strong computer skills, specifically in Microsoft Word and Excel.

Valid US or local driver's license and US passport.

Must be able to obtain and maintain facility credentials/authorization. Note: US Citizenship is required for facility credentials/authorization at this work location.

Must be willing to travel as needed to other base locations within Program.

OTHER KNOWLEDGE, SKILLS AND ABILITIES

Experience providing excellent customer service in supporting contract responsibilities.

Ability to work in a fast-paced environment handling multiple tasks at a given time and rapidly adapting to changing priorities and schedules and under pressure of deadlines while maintaining performance standards.

EDUCATION

High school diploma or equivalent.

WORKING AND LIVING CONDITIONS

This position may be located in an environment with harsh and dangerous working and living conditions. While performing the duties of this job, the employee may regularly be exposed to extreme and austere environment. Employees must be willing and able to perform regular job requirements in this austere, extreme environment. Employees must be willing and able to perform physical activities including, but not limited to, heavy lifting and moving of items, parts, assemblies, and equipment up to the safety regulation maximum; climbing in and out of equipment; crawling; and working outdoors. This includes being able to lift and carry 40 pounds of personal protective equipment for extended periods of time.

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 and 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 his/her Quality Management and Customer 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 job.

*This position is contingent upon contract award.

Amentum is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran's status, ancestry, sexual orientation, gender identity, marital status, family structure, medical condition including genetic characteristics or information, veteran status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law. Learn more about your rights under Federal EEO laws and supplemental language at EEO including Disability/Protected Veterans (https://www.dol.gov/agencies/ofccp/posters) and Labor Laws Posters (https://protect-us.mimecast.com/s/MI5TC2kqOqsOBPMVfnZ32U) .

Amentum

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