Customer Service Manager

State of Washington•Thurston County – Tumwater, WA

3d•Onsite

About The Position

The Department of Enterprise Services (DES) provides centralized business services to state government agencies, other public entities, and Washington residents. DES' mission is to strengthen the business of government for a sustainable and just future. The Customer Service Manager will manage and support the customer service team in all financial transactions for online sales, public store sales, and priority sales, including cashiering and billing. This role involves developing and implementing training for the customer service and loadout team, modeling best practices, and ensuring excellent customer service. The manager will support online auction and public store sales to promote sustainability and savings, while maximizing the useful life of state assets and dollars returned to agencies. This position sets overall objectives and manages resources for the customer service and load-out teams, developing deadlines, projects, and ensuring priorities and assignments are carried out.

Requirements

Five years of experience providing assistance to customers regarding inquiries, complaints or problems.
Or a combination of education and relevant experience totaling five years.
Must possess a valid driver’s license and maintain a driving record that is free of any serious traffic violations
Ability to lift/move transfer 40lbs or more on a regular basis and 75lbs or more on occasion
One year of supervisory experience
One year of experience using a Point-of-Sale System (experience may be gained concurrently)
Ability to obtain and maintain Notary Public license within 6 months of hire
Proficient in Microsoft Office (Excel, Word and Outlook)
Familiar with vehicles and heavy equipment
Forklift certification must be attained within the first 30 days (training and certification is available on-site)

Nice To Haves

Experience in the retail sales market
Excellent customer service skills and experience working and experience with people from various social and economic backgrounds
Cashiering and balancing experience
Experience operating a multi-line telephone
Positive attitude and willingness to learn
Able to work well with co-workers
Aware of surroundings and contributes to a safe working environment

Responsibilities

Providing coverage for other supervisors as needed in the operation of warehouse work
Assisting in development of departmental budget
Selecting, training, and evaluating employees
Enforcing safety rules and regulations
Planning work, assigning tasks, maintaining efficiency of staff
Overseeing team members that operate heavy equipment, sit down and stand up forklifts and has a general understanding of the functionalities, safety and operating procedures
Representing the program with dignity, integrity, and a sprit of cooperation in all relationships with staff, customers, and the public
Directs, trains, mentors, and evaluates staff, providing guidance and expertise to resolve complex customer service issues
Supervises customer service staff, ensuring the effective performance of daily operations within the Surplus Operations Business Office
Supervises loadout specialist responsible for daily load-out activities and shipping preparation
Plans, prioritizes, and assigns work to meet operational demands, ensuring workload is balanced and business needs are met
Monitors performance, reviews work activities and provides coaching and corrective action as needed to ensure quality and efficiency
Counsels, mentors, and develops employees by supporting performance management, career development, and professional growth
Develops, implements, and delivers training for other Customer Service Specialists
Review and authorize daily financial transmittals using the Surplus Request Management System
Oversees all payment processing for public, online, and sales agency customers, including credit and debit card transactions
Reviews the balance of daily receipts at scheduled intervals or on an as-needed basis
Reviews and verifies fiscal reports for accuracy and completeness while investigating and correcting errors to ensure compliance with established procedures and policies
Oversees the daily closing of online sales invoices and bills of sale
Maintains quality control and back-end tracking of priority sales across multiple systems
Ensures compliance with all guidelines and policies for sold or unsold products to uphold the 60-day commitment to our agency customers
Tracks process efficiencies regarding asset removal to maintain database quality standards within the customer service department
Provides public notary services as needed
Serves as a point of contact for state government entities and outward-facing private sector businesses
Receives, documents, and verifies all incoming titles into the vehicle office
Collaborates with owning agencies and customer store to solve title issues in accordance with DOL rules, standards, and SOPs
Conveys DES and DOL standards accurately to all partner agencies
Oversees and ensures the “Report of Sale” notification is sent to DOL daily for all titled vehicle and equipment sales
Addresses inquiries regarding surplus policies and regulatory requirements
Serves as the primary contact between the Agency Records Officer (ARO) and DES Records Manager to execute records management activities
Maintains an up-to-date records inventory in alignment with DES Records Management Policy
Submits an annual records inventory to the ARO to support the Continuity of Operations Plan per DES Records Management Policy
Identifies records requiring retention for programmatic or legal purposes, and notifies the ARO prior to the scheduled disposition date
Audits locally kept files for accuracy and ensures adherence to state law and DES Policy
Collaborates with Surplus leadership to track and locate files to resolve complex issues
Prepares and facilitates the transfer of records as needed