Front Line Supervisor

Cherokee Federal•Jacksonville, NC

17h•Onsite

About The Position

The Front Line Supervisor (FLS) oversees day-to-day execution of frontline and customer service operations at the Main Individual Issue Facility (Main IIF). The FLS manages process and task performance—not personnel—and intervenes in real time to correct issues and keep the floor operating to standard. HR, legal, financial, scheduling, and disciplinary authority remain with the IIF Site Manager. The FLS is accountable for three outcomes: (1) customers receive their full required gear based on the Master Issue List and availability, (2) wait times are minimized through effective use of the Queue Management System (QMS) and real-time adjustments, and (3) all issue/return/exchange transactions are executed correctly at the counter.

Requirements

Minimum of three (3) years’ experience in customer-facing issue facility operations, ICCE issue, or military supply/logistics roles with direct frontline counter exposure.
Proven ability to lead and drive task execution in a high-tempo, high-volume customer service environment; formal people-management experience is not required.
Proficient in ELMS or a comparable warehouse management/transaction tracking system; able to process issue, return, and exchange transactions accurately in real time and identify/escalate system-level discrepancies.
Working knowledge of ICCE sizing, fitting, and serviceability standards, including inspection criteria for related combat gear.
Experience operating, administering, or overseeing queue management/customer flow tools in a high-volume service setting.
Strong verbal and written communication skills; ability to interact professionally with military customers, CORs, and Logistics Management Specialists (LMS).
Ability to meet physical requirements of the role, including lifting up to 50 pounds, prolonged standing, and working in a warehouse environment.
U.S. citizenship required; must be able to obtain and maintain a Common Access Card (CAC) and access to military installations.
Must meet Cherokee Federal pre-employment requirements, including successful completion of the required background investigation.

Nice To Haves

Prior experience supporting a USMC Individual Issue Facility (IIF) or comparable DoD equipment issue operation.
Familiarity with ELMS-WM, GCSS-MC, or other DoD property accountability systems.
Experience planning and executing large-scale unit issue events at the platoon, company, or battalion level.

Responsibilities

Report to the Main Issue Facility no later than 0630 each operating day and completes a physical inspection of the frontline and customer service areas prior to opening.
Ensures Customer Service Representatives (CSRs) are assigned to the correct service counters and are prepared to begin customer service at the established start of business.
Confirms daily pre-pack items are pulled, staged, and ready prior to opening to support scheduled appointments and reduce counter processing time.
Serves as the primary operator and task trainer for the Queue Management System (QMS); ensures the system is active, correctly configured, and operational from open to close each operating day.
Monitors customer queue volume in real time and reallocate counter tasks/staffing as needed to prevent or reduce customer wait times.
Train all CSRs on QMS operation during onboarding; documents completion on the official training roster prior to independent system use; provides immediate corrective coaching when QMS procedures are not followed.
Performs daily accountability of all QMS tablets; ensures devices are charged, functional, and placed at designated stations before opening; immediately reports nonfunctional equipment to the Site Manager.
Manages customer flow throughout operating hours by directing real-time station assignments; coordinates with the Site Manager to address staffing shortfalls; maintains coverage standards of one CSR per five customers in the frontline area.
Enforce floor standards to ensure each customer is issued the full required complement of gear.
Observes CSR sizing activities during daily operations; provides on-the-spot corrections to ensure compliance with sizing standards; task-trains new hires on sizing procedures prior to independent counter assignment and documents training with FLS sign-off.
Ensures all issue, return, and exchange transactions are accurately entered into ELMS in real time.
Verifies issued items meet serviceability standards prior to customer handoff; removes unserviceable items from the issue line, documents the discrepancy, and reports to the Site Manager in accordance with PWS 3.4.
Maintains the frontline and customer service areas in inspection-ready condition at all times; ensures equipment is stored only in designated locations; completes end-of-day accountability checks and reports unresolved discrepancies to the Site Manager prior to departure.
Task-trains new hires on ELMS functions, issue/return procedures, sizing standards, serviceability standards, and QMS operation prior to independent counter assignment; documents training on the official roster with FLS sign-off and provides a copy to the Site Manager within 30 days of hire; conducts 60- and 90-day performance re-evaluations and reports observations to the Site Manager.
Performs other job-related duties as assigned.