Customer Services Manager

Amentum; Garcia; On-site; EUR 65,000 - 95,000; Full time

Job summary

Amentum is seeking a Customer Services Manager to lead and enhance customer interactions across multiple channels. The role focuses on delivering accurate information, timely responses, and proactive issue resolution in a high-stakes environment.

The ideal candidate brings strong communication and leadership skills, with the ability to manage records, train staff, and implement service standards that align with organizational and US Navy requirements.

Qualifications

• Strong interpersonal, communication, and problem-solving abilities for diverse environments.
• Excellent organizational and time-management skills to handle multiple requests.
• Proficiency with communication, documentation, and data-tracking tools.

Responsibilities

• Respond promptly to customer requests with accurate information and status updates.
• Manage inquiries from walk-ins, phone, faxes, and emails with professionalism.
• Investigate and resolve complaints to achieve high customer satisfaction.
• Maintain records of interactions and resolutions per procedures.
• Develop and uphold customer service standards aligned with requirements.
• Act as primary liaison between customers and internal departments.

Skills

Interpersonal skills

Communication

Problem solving

Time management

Education

High school diploma or equivalent

Tools

Office software

Job description

Customer Services 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. Our people apply undaunted curiosity, relentless ambition and boundless imagination to challenge convention and drive progress. Our commitments are underpinned by the belief that safety, collaboration and well-being are integral to success.

Job Responsibilities:

• Responding promptly and effectively to customer requests, ensuring accurate information, guidance, and status updates are provided in a timely manner.
• Managing customer inquiries initiated from various sources, such as walk-ins, phone calls, faxes, or emails, while maintaining a professional and courteous demeanor.
• Ensuring all customer complaints, concerns, or inquiries are investigated and resolved efficiently, aiming for the highest level of satisfaction.
• Maintaining a record of customer interactions, inquiries, complaints, and resolutions in accordance with organizational procedures.
• Developing, implementing, and upholding customer service standards to align with Amentum and US Navy requirements.
• Acting as the primary point of contact for customer relations and ensuring successful communication between customers and relevant departments.
• Training, supporting, and mentoring staff in customer service skills, procedures, and best practices.
• Identifying recurring customer service issues and proposing improvements to enhance operations and overall customer satisfaction.
• Documenting and maintaining customer service policies and procedures to ensure consistency and compliance with operational goals.
• Perform other job-related duties as assigned that are consistent with the nature and level of the position.

Required Qualifications:

• High school diploma or equivalent.
• Minimum of 3 years of experience as a customer service supervisor, customer relationship management, or a managerial role in a customer-facing environment.
• Strong interpersonal, communication, and problem-solving skills with the ability to effectively interact with personnel from diverse cultural and professional backgrounds.
• Excellent organizational and time management skills to handle multiple customer requests simultaneously.
• Proficiency in relevant software tools for communication, documentation, and data tracking.
• Must be in possession of a valid passport and be able to travel internationally.
• Passport should be valid for a minimum of one (1) year or more at the time of hiring.
• Ability to obtain country-specific visas per the U.S. Department of State Foreign Clearance Guide.
• Ability to successfully pass contract medical requirements and maintain compliance for the duration of deployment.
• Must be able to obtain and maintain facility credentials/authorization.

Preferred Qualifications:

• Prior experience in an austere OCONUS (Outside the Continental United States) environment with a multi-national workforce.
• Valid country driver’s license.
• Experience managing customer service operations in a government, military, or remote environment.
• Demonstrated ability to develop and implement customer service training programs for team members.
• Proven capacity for identifying customer service trends and implementing solutions to improve operational effectiveness and satisfaction.

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, 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 their 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 the job.