Ship's Store Customer Services Manager

Amentum, a global leader in advanced engineering, technical, and professional services serving the US government, allies, and critical infrastructure sectors, is seeking a Ships Store Customer Services Manager to support a unique US Navy program based on the island of Diego Garcia.

Job Responsibilities

The Ships Store Customer Services Manager is responsible for leading and overseeing customer service operations within the Ships 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. Key responsibilities include, but are not limited to:

Customer Service Operations:

• Managing day-to-day operations of the Ships 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 expectations.
• 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.
  
  

Minimum Requirements

• 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 handle challenging 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.
• Ability to successfully pass contract medical requirements and maintain compliance for the duration of deployment.
  
  

Preferred Qualifications

• Familiarity with Ships 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 drivers license.
• Training or certifications in customer service, retail management, or leadership.
  
  

Other Responsibilities

Safety

Amentum enforces a safety culture that requires all employees to create and maintain a safe work environment. Employees must follow all safety protocols and participate in required training programs.

Quality

Amentum is committed to maintaining the highest standards of quality service, exceeding customer satisfaction. Employees must adhere to the Amentum Quality Policy and operational objectives aligned with contractual requirements.

Procedure Compliance

Employees are required to read, understand, and comply with all applicable operational, safety, quality, and environmental procedures as detailed in relevant policies and plans.

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