Supervisor, Customer Service

About us

United States Postal Service is a large business in Honolulu, HI. We are customer-centric, fast-paced and challenging.

Our work environment includes:

• Growth opportunities
• Wellness programs
• On-the-job training

Requirements

1. Ability to communicate orally and in writing to facilitate individual and group discussions, set work expectations, coordinate

work, and document events such as customer responses, grievances, and accident investigations.

2. Knowledge of delivery operations, policies and procedures, including route evaluations, delivery services, mail dispatch

and delivery, sufficient to explain to others and answer questions about the operation.

3. Knowledge of retail window operations, policies and procedures, including window services, retail supplies and equipment,

sufficient to explain to others and answer questions about the operation.

4. Knowledge of the provisions of local and national bargaining unit agreements related to retail and delivery operations,

including job bidding, overtime and grievance arbitration, sufficient to recognize and reinforce actions that facilitate

compliance.

5. Ability to investigate, troubleshoot and respond to customer inquiries related to retail and delivery products and services.

6. Knowledge of Postal policies and procedures related to scheduling, leave usage and time and attendance sufficient to

recognize and reinforce actions that facilitate compliance.

7. Skill using computers sufficient to access data and generate reports.

8. Ability to read and interpret data reports and perform basic math computations sufficient to understand and explain how

the reports relate to day-to-day operations.

9. Ability to maintain composure, de-escalate potentially contentious situations and foster positive work relationships in the

midst of stressful conditions, disagreements and interpersonal conflicts.

10. Ability to adhere to applicable safety and health policies and practices and recognize potential safety issues sufficient to

identify and reinforce actions to mitigate risks.

Successful applicants are required to attend the United States Postal Service Supervisor Program(USP). USP is a 16 week

course. The first two weeks of the course may be held locally or at NCED based on district needs.

May be required to work different schedule based on operational needs.

Qualified applicants must successfully pass a pre-employment drug screening to meet the U.S. Postal Service's requirement

to be drug free. Applicants must also be a U.S. citizen or have permanent resident alien status.

DUTIES AND RESPONSIBILITIES

1. Supervises city and/or rural delivery operations. Monitors clerks and carriers in the sorting and delivery of mail to ensure

adherence to applicable service standards. Conducts mail counts, route inspections and route evaluations.

2. Supervises retail window services. Monitors clerks and customer interactions to ensure a positive customer experience.

Interacts with customers to provide services and respond to inquiries. Monitors retail stock, equipment and supplies to

maintain established thresholds, working with lead clerks and ensuring adherence to applicable Postal policies and

procedures.

3. Coordinates work operations across multiple functional areas, including retail, delivery, logistics and mail processing.

Maintains constant communications and builds relationships with diverse groups to coordinate work and foster a positive

work environment.

4. Supervises bargaining unit employees and assigns work to maximize operational efficiency. Provides training and monitors

performance. Ensures overtime usage adheres to applicable local and national contractual agreements and Postal policy.

Conducts daily team meetings and stand-up talks with employees. Investigates grievances and responds to inquiries from

union representatives.

5. Manages employee attendance and reinforces attendance control policies, to ensure accurate timekeeping and adherence

to Postal policies and procedures.

6. Uses delivery reports to identify and resolve deficiencies, such as mail condition reports, scanning integrity, and delivery

compliance. Provides regular status reports to leadership.

7. Monitors employees and the workplace to ensure safe and efficient work practices. Identifies safety and health hazards

and takes action to resolve issues in a timely manner. Enforces zero tolerance policy for workplace violence and ensures

threat assessment procedures are in place.

Job Type: Full-time

Pay: $98,000.00 - $118,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays

Ability to Relocate:

• Honolulu, HI 96819: Relocate before starting work (Required)

Work Location: In person