Customer Service 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.

The Customer Service Manager will be responsible for overseeing the customer service operations for the Defense Logistics Agency (DLA) Full Line Food Service Distribution for Southwest Asian and Eastern Africa (SWAEA) program. This role involves ensuring exceptional service delivery, managing customer inquiries and complaints, and leading a team of customer service representatives to meet and exceed customer expectations.

Key Responsibilities:

• Manage and lead the customer service team, providing guidance, support, and training to ensure high levels of performance and job satisfaction.
• Interact with high level military and government employees in highly visible role
• Conduct regular team meetings to communicate updates, address concerns, and foster a collaborative environment.
• Develop and implement customer service strategies that enhance the customer experience and improve service delivery.
• Establish service level agreements (SLAs) and key performance indicators (KPIs) to measure team performance and customer satisfaction.
• Oversee the handling of customer inquiries, orders, and complaints, ensuring timely and effective resolution.
• Monitor customer interactions to ensure compliance with company policies and quality standards.
• Identify opportunities to streamline customer service processes and implement best practices to enhance efficiency and effectiveness.
• Collaborate with other departments to improve service offerings.
• Prepare and analyze reports on customer service metrics, including response times, resolution rates, and customer satisfaction scores.
• Use data analysis to identify trends, areas for improvement, and opportunities for training and development.
• Build and maintain strong relationships with customers to understand their needs and gather feedback for continuous improvement.
• Act as a point of escalation for complex customer issues and ensure satisfactory resolution.
• Develop training materials and programs to enhance the skills and knowledge of the customer service team.
• Foster a culture of continuous learning and improvement within the customer service department.
• Perform other duties as required.

QUALIFICATIONS

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 5 years of experience in customer service management, preferably in the food service or logistics industry.
• Knowledge of food service industry standards and customer service best practices.
• Experience in government contracting.
• Strong leadership, communication, and interpersonal skills.
• Proficient in customer service software and Microsoft Office Suite.
• Must be able to obtain and maintain facility credentials/authorization.

PREFERRED QUALIFICATIONS

• Active Secret Clearance
• Familiarity with DLA policies and procedures.
• Certification in customer service management (e.g., CSAP, CCMP) is a plus.

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 pending contract award.

Amentum is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, sex, sexual orientation, pregnancy (including pregnancy, childbirth, breastfeeding, or medical conditions related to pregnancy, childbirth, or breastfeeding), age, ancestry, United States military or veteran status, color, religion, creed, marital or domestic partner status, medical condition, genetic information, national origin, citizenship status, low-income 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 laws and supplemental language at Labor Laws Posters .