Job Summary: A Uniform Supervisor for the Government Business Team will support the Government Business Manager in various customer service program management and sales-related functions related to Uniforms, E-commerce, and Special Orders. Provides primary oversight to the Maternity Pilot Program's MPP customer experience efforts. Responsibilities include team supervision training, web content quality control product knowledge, and business-related process and procedure development. Partner with the Uniform Program Management Office UPMO to coordinate with external stakeholders such as the Uniform Matters Office UMO and Navy Clothing and Textile Research Facility NCTRF .

Duties and Responsibilities:

• Provide supervision and guidance to team members assigned to the Government Business Team for MPP execution. Oversee day-to-day team performance to ensure program standards are being met.

• Support high visibility Department of the Navy and Navy Exchange Service Command programs. Serve as the primary point of contact and process supervisor for the Maternity Pilot Program.

• Train new associates in order entry, product knowledge, and departmental procedures, supporting adjacent work groups as prescribed by the Government Business Manager.

• Ensures schedules and priorities are followed while keeping management apprised of situations requiring attention.

• Carries assignments independently and exercises initiative and judgement to achieve program goals.

• Serve as the e-mail coordinator for MPP efforts, ensuring e-mails are responded to within 24 hours or less. Maintain customer documentation utilizing established PII and PCI policies while adhering to the Armed Services Exchange Regulation (ASER).

• Maintain and standardize the Government Business process and procedures documentation. Ensure they are updated with the latest product information, NAVADMINS/MARADMINS, NEXCOM Information Bulletins, and guidance from the Uniform Program Management Office.

• Generate and maintain relevant customer service phone and email scripts as needed in accordance with management's criteria.

• Provide direct support and assistance on customer experience initiatives primarily for, but not limited to, the MPP.

• Coordinate between internal teams and external resources to ensure participants receive a Premier Customer Service experience.

• Conduct user testing and troubleshooting, as needed, for all systems utilized under the direction of the Government Business Manager and/or the E-Commerce Administrators.

• Compile data for weekly metrics reporting. Provide ad hoc data as requested to support program information and reporting requirements. Monitor and report on trends. Provide forensics analysis on performance issues affecting program goals.

• Assist in maintaining updated MPP information on both MyNavyExchange.com and MyNavyHR. Make recommendations and provide solutions to customer experience challenges.

A total of 5 years of experience consisting of the following:

GENERAL EXPERIENCE: Three years of supervisory experience gained in a retail, or e-commerce environment, customer service center, or other responsible work which enabled the applicant to gain a knowledge of establishing and monitoring business processes, financial planning, customer service, sales and inventory practices and procedures; skill in dealing with others in person to person working relationships; the ability to analyze problems, and the ability to exercise mature judgement. Demonstrated written and oral communication skills.

OR SUBSTITUTION OF EDUCATION FOR EXPERIENCE: 1 years of related academic study above high school level or military service in a related field may be substituted for 9 months of experience, up to a maximum of a 4 year bachelor’s degree in Business or other related major for three years of general experience.

AND SPECIALIZED EXPERIENCE: Two years of progressive experience that provided a background in a retail, customer service center, or e-commerce sales or management environment where the applicant was required to work with store management personnel as well as individual retail customers in the performance of customer relations and premier customer experiences. Demonstrated ability to perform data analysis and recommendations to identify and implement process improvement and troubleshooting. Exempt or nonexempt supervisory experience.