Title: SUPERVISORY CUSTOMER SERV CLK (RFT/ Customer Service) Location: United States-Hawaii-Pearl Harbor Job Number: 220001NC Job Summary: Responsible for the customer service operation and performs the full range of customer service duties. Supervises subordinate associates also performing customer service functions. Duties and Responsibilities: Supervises the activities of subordinates engaged in various customer service duties. Schedules work assignments provides onthejob training answers questions and resolves problems. Assures adequate coverage of Customer Services Department at all times and prepares performamce appraisals of subordinates. Ensures that the principles and policies of NEXCOMs EEO program are carried out. Resolves customer complaints and is authorized to make refunds or adjustments to customers for goods returned. Makes spot markdowns on defective merchandise returned by customers andor to return or replace merchandise as necessary. Provides assistance to customers on product information and related problems. Takes special orders for authorized merchandise including items from mail order catalog assists customers in selecting merchandise in the proper preparation of required forms and in determining cost and shipping charges. Coordinates with procurement personnel regarding the orders maintains appropriate files followsup in cases of delay and notifies customers of action taken as required. Upon receipt of merchandise checks for agreement with original order and makes necessary computations with regard to shipping charges and price changes. May coordinate special uniform orders with procurement personnel. Maintains appropriate files. Followsup in cases of delay and notifies customers of action taken. May provide layaway services which include identifying layaway items and determining in accordance with prescribed policies and procedures the amount of deposit required and payment schedule cancels layaways refunds monies and returns merchandise to sales area when payments are not made. May operate cash register in accordance with established cash control procedures. Responsible for own cash fund. Prepares daily cash reports and ensures proper balance. Maintains appropriate records and logs of customer services transactions and current catalogs and pricesheets on authorized items. May be responsible for performing various functions such as maintaining number control logs for documentation required by various Exchange departments and requisitioning supplies. May complete appropriate documents for payment by Deferred Payment Plan DPP indicating initial and subsequent payments checks for proper identification and entitlement to use DPP as required. Works under the general supervision of a designated supervisor who provides instructions and guidelines. Carries out assignments with independence within prescribed policies and procedures exercising judgment initiative and tact in dealing with customers. Refers unusual problems or questions of policy to supervisor for resolution. Work is reviewed in terms of customer satisfaction. Performs other related duties as assigned Qualifications: GENERAL EXPERIENCE 1 year responsible experience in clerical office or retail sales store work of any kind in which the applicant has demonstrated the ability to perform satisfactorily in the position to be filled. AND SPECIALIZED EXPERIENCE 1 12 years progressively responsible experience in retail sales performing the kind of duties which constitute the principal work of the position to be filled. SUBSTITUTION OF EDUCATION FOR EXPERIENCE Study completed in a college university or junior college above the high school level may be substituted on the basis of onehalf academic year of study for 6 months of experience. At any level specialized experience may be substituted for required general experience. Candidates must have demonstrated in their work experience or training that they possess or have potential to develop the qualities of successful supervision.
