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This Position Is No Longer Available

Job Title:  Supervisory Customer Services & Fulfillment Specialist
Department:  Legislative Branch
Agency:  Library of Congress
Job Announcement Number:  130003

This position is closed and no longer accepting online applications through USAJOBS.

The contents of the announcement can still be viewed.
$89,033.00 to $115,742.00 / Per Year
Friday, June 28, 2013 to Friday, July 26, 2013
OPEN - Permanent
1 vacancy in the following location:
Washington, DC, USView Map
Anyone may apply - By law, employment at most U.S. Government agencies, including the Library of Congress, is limited to U.S. citizens. However, non-citizens may be hired, provided that other legal requirements are met and the Library determines there are no qualified U.S. citizens available for the position.


The Library of Congress serves the Congress in fulfilling its duties and preserves and promotes knowledge and creativity for the benefit of the American people. It is the nation's oldest federal cultural institution and the world's largest library, with more than 151 million items in its physical collections (including books, manuscripts, prints, photos, film, video, and sound recordings) and almost 20 million items online. Located on Capitol Hill in Washington, D.C., the Library is the home of the U.S. Copyright Office, the Congressional Research Service (CRS), the Law Library of Congress and the National Library Service for the Blind and Physically Handicapped.

The purpose of the Office of Business Enterprises is to support the Library's programs, foster awareness of the Library, and facilitate access to its collections by providing strategically targeted products and services that expand the Library's core capabilities. In doing so, the Office of Business Enterprises will provide Library Services the means to act as a cohesive unit in related business areas, improving efficiency, reducing costs, and better leveraging partnerships, all to the benefit of the Library's mission, its outreach, and its services to the public.

The incumbent serves as Head of the Customer Service and Fulfillment Section and manages complex customer service and fulfillment operations for the Office of Business Enterprises. The incumbent is responsible for the overall high customer service and order fulfillment standards, develops and maintains efficient procedures and workflows, and establishes custom and automated approaches according to the respective products, services, and customer expectations. The incumbent serves as the expert for the customer service and fulfillment team, supervises all customer service, order processing, inventory management, as well as shipping and handling functions, and reports directly to the Business Enterprises Officer.

This position is located in the Customer Service and Fulfillment Section of the Office of Business Enterprises, Partnerships and Outreach Programs Directorate.

The position description number for this position is 167878.

This position has no promotion potential. The salary range indicated reflects the locality pay adjustments for the Washington, D.C., Metropolitan area.

The incumbent of this position will work a flextime work schedule. This is a supervisory, non-bargaining unit position. Relocation expenses will not be authorized for the person(s) selected under this vacancy announcement.



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    Supervisory and/or Managerial Responsibilities 35%

    Supervises a group of employees performing work up to the GS-12 level. Provides administrative and technical supervision necessary for accomplishing the work of the Section.

    Performs the administrative and human resource management functions relative to the staff supervised. Establishes guidelines and performance expectations for staff, which are clearly communicated through the formal employee performance management system. Observes workers' performance; demonstrates and conducts work performance critiques. Provides informal feedback and periodically evaluates employee performance. Resolves informal complaints and grievances. Develops work improvement plans, recommending personnel actions as necessary. Provides advice and counsel to workers related to work and administrative matters. Effects disciplinary measures appropriate to the delegated authority. Reviews and approves or disapproves leave requests. Ensures subordinates are trained and fully comply with safety regulations.

    Responsible for furthering the goals of equal employment opportunity (EEO) by taking positive steps to ensure the accomplishment of diversity objectives and by adhering to nondiscriminatory employment practices in regard to race, color, religion, sex, national origin, age, disability. Specifically, incumbent initiates nondiscriminatory practices and affirmative action for the area under his/her supervision in the following: (1) merit promotion of employees and recruitment and hiring of applicants; (2) fair treatment of all employees; (3) encouragement and recognition of employee achievements; (4) career development of employees; and (5) full utilization of their skills.

    Program Planning and Management Work 25%

    Serves as an expert analyst in the assessment and improvement of program effectiveness or the improvement of complex management processes and systems. Performs long-range planning and analysis of new substantive Library programs where precedents are scarce or nonexistent. Works with senior management to develop long-range management plans for efficient and effective program implementation and administration. Applies a wide range of qualitative and/or quantitative methods for the assessment and improvement of complex short and long-range goals of the organization, developing detailed plans for implementing them, and overseeing implementation of the goals in subordinate organizations. Recommends changes in objectives or emphasis in functions under the organization's purview. Makes the best use of existing resources, assisting in planning for future resource needs, estimating short- and long-range personnel, budgetary, space, and equipment needs, and implementing new resources.

    Assists in determining the need for written policies and procedures, overseeing the development of policies and procedures, and reviewing and recommending approval upon completion.

    Reviews productivity in all areas, monitors problem areas, and oversees implementation of solutions to problems. Conducts periodic and comprehensive evaluations of ongoing functions to ensure the organization meets its stated goals, and identifies areas where operational efficiency can be enhanced. Recommends actions needed to maintain and improve the quality and quantity of operational services, introducing or refining automation, reorganizing operating units, reassigning personnel, and proposing the increase of organization resources. Directs the capture, reporting, and analysis of statistical data related to the organization's operations and directs or personally performs special studies regarding this data.

    Customer Support and Configuration Management 25%

    Manages special projects with a significant impact on the delivery of customer support services. Represents the customer service and fulfillment section in order processing, inventory management, shipping, and handling. Leads efforts to maintain high customer service standards, efficient workflows and custom or automated approaches as appropriate. Develops service level agreements (SLAs) defining requirements and expectations for the delivery of customer support services. Develops and implements performance criteria to ensure requirements are achieved.

    Leads quick-response teams in responding to customer service problems. Consults with experts in other specialty areas to develop integrated action plans. Communicates with staff and customers regarding problems and instructs them in taking necessary actions. Develops and updates staff and customer policies and procedures to ensure appropriate responses to future incidents. Plans and coordinates actions with interagency infrastructure protection groups to ensure an integrated response to problems of a potentially extensive nature.

    Explores ways to enhance the level of services provided. Implements changes in response to changing customer requirements. Resolves issues related to the delivery of services. Stays abreast of changes in customer mission requirements through interaction with management in customer organization. Initiates service modifications to meet changing requirements.

    Represents the customer service discipline in customer service and fulfillment section to ensure that customer service requirements are addressed during the systems development process from translation of functional requirements through systems testing. Negotiates with other senior members of the team to ensure applications are customer oriented. Recommends changes needed to address customer support requirements.

    Problem Identification and Resolution 15%

    Manages operational procedures and processes that impact customer satisfaction and ensures consistency in the inventory and fulfillment process. Maintains effective customer service for all internal and external customers by utilizing excellent, in-depth knowledge of the Office of Business Enterprises products and services. Coordinates with team leaders on daily customer service, inventory, and shipping assignments and activities. Analyzes results and trends to prepare action plans.

    Identifies customer issues impacting customer satisfaction and assists in problem resolution. Identifies product line service trends and establishes plans for service improvements. Responsibilities include supervising and conducting order entry, vendor management, inventory control, shipping/receiving; customer fulfillment; customer returns, and physical and/or cycle counting.

    Possesses an in-depth working knowledge of systems and procedures. Oversees effective troubleshooting of matters requiring special handling in an effective and productive manner. Ensures effective order entry and maintenance of Office of Business Enterprises order entry system. Conducts inventory analysis and reconciliation including, transfers, bills of lading, production and shipments. Provides feedback to the Office of Business Enterprises management regarding service failures, customer concerns and determines corrective action required. Ensures customers have accurate and timely information on order status and/or changes.

    Negotiates freight rates for customer shipments and inbound freight, and initiates freight claims as required.

    Researches and identifies complex program issues or problems impacting program initiatives in major agency organizational components. Makes recommendations for and coordinates resolutions and improvements.


    Performs various other duties as assigned.


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    Applicants must have had progressively responsible experience and training sufficient in scope and quality to furnish them with an acceptable level of the following knowledge, skills, and abilities to perform the duties of the position without more than normal supervision.

    Ability to plan, deliver, and evaluate customer support services. **

    Knowledge of computer hardware/software technologies. **

    Ability to lead and supervise a diverse workforce. **

    Ability to communicate in writing. **

    Ability to plan and execute work.

    Ability to analyze organizational and operational problems and develop solutions.

    Knowledge of program management principles, concepts, and methods.

     Ability to communicate effectively other than in writing.

    The Supervisor leads his/her staff toward meeting the Library’s vision, mission, and goals by acting decisively, leveraging diversity and inclusiveness, demonstrating flexibility and resilience, fostering continuous improvement and innovation, and fostering integrity and honesty. To view the Library’s Supervisory Core Competencies click the following link:  


    The Library of Congress evaluates applicants through an applicant questionnaire and a structured interview. Applicants may also be screened for some jobs through licensing, certification, and/or education requirements, a narrative/application review, and/or a preliminary telephone interview. The knowledge, skills, and abilities (KSAs) that are marked with a double asterisk (**) in the vacancy announcement and the applicant questionnaire are considered the most critical for a position. To be considered for final selection, applicants must demonstrate fully acceptable experience in these designated KSAs in the narrative/application review, preliminary telephone and/or full structured interview. The various assessment tools listed above are designed to verify or explore applicants' experience, knowledge, and training directly related to the job in order to identify the best qualified applicants for selection.
    To preview questions please click here.


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    Please visit our website at and click Federal Benefits.


    FURLOUGH NOTICE:  New employees of the Library of Congress who enter on duty after April 7, 2013 but before September 7, 2013 will be required to take 12 hours Leave Without Pay before September 7, 2013.  Specific hours should be coordinated with the supervisor of the position. 

    While it is the Library's policy to afford the maximum pay benefit to employees when setting rates of pay, a new appointee who has had no previous Federal service will generally be paid the minimum step of the grade.

    The Library of Congress is an equal opportunity employer. Women, minorities, and persons with disabilities who meet eligibility requirements are strongly encouraged to apply.

    Applicants must submit a complete application package that is received by the closing date of this announcement.

    This agency provides reasonable accommodation to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please notify the agency. The decision on granting reasonable accommodation will be on a case-by-case basis.

    Applicants with disabilities may be considered under special hiring procedures and must submit an appropriate certificate of disability when applying for this position. The certificate of disability may be issued by a State Vocational Rehabilitation Office, Disability Services or Career Services office of an applicant's college or university, or the Department of Veterans Affairs. The date of certification must be within one year of the vacancy closing date and must be submitted with your application. For more information view the Library of Congress' Selective Placement Program at and/or contact the Library's Office of Inclusiveness & Compliance at 202-707-6024 (voice or TTY) or FAILURE TO SUBMIT YOUR CERTIFICATION WILL CAUSE YOUR APPLICATION TO NOT BE CONSIDERED UNDER THE SELECTIVE PLACEMENT PROGRAM.

    The Library of Congress is the national library of the United States and is part of the Legislative Branch of the Federal government. As such, all positions are in the excepted service.

    Appointment/retention is subject to a favorable evaluation of an appropriate personnel security/suitability investigation.

    The Library reserves the right to fill a lesser or greater number of vacancies indicated during the life of this vacancy announcement.

    Initial appointments, permanent or indefinite, to the Library of Congress require completion of a one-year probationary period. In addition, per Library of Congress Regulation 2010-12, an appointee or internal selectee is subject to a one-year supervisory probationary period, if this is his/her first supervisory/managerial position at the Library.

    The selected applicant may be required to file a financial disclosure statement with the House of Representatives, U.S. Congress, in accordance with the provisions of Public Law 95-521, Ethics in Government Act of 1978.


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    Please carefully follow all instructions under the How to Apply tab to ensure you are considered for the position.

    You are required to apply online for this announcement. We are unable to accept mailed or emailed documents. You must complete the entire application process, including submission of all documents BEFORE this announcement closes. To do so, complete the following steps.

    Step 1: If you do not already have one, create a resume on USAJOBS. Although you must enter your Social Security Number for USAJOBS, this information will not be provided to the Library of Congress.

    Step 2: Review the Job Announcement. We recommend you go to the end of the Qualification and Evaluation section of the job announcement to preview the online questions that you will answer in Step 4. You may wish to customize your USAJOBS resume to ensure that it supports your responses to these questions.

    Step 3: Click on the "APPLY ONLINE" button to the right of this announcement. Follow USAJOBS' instructions to access your account and submit your resume. You will be redirected to the Hiring Management website to complete the application process. If this is your first time in Hiring Management, you will be asked to answer questions related to your eligibility for Federal employment. You will be able to update this information and save it to our account for future announcements.

    Step 4: Once you have completed the eligibility questions, you will be taken directly to the vacancy application questions. Answer all questions honestly and thoroughly. Step 5: Hiring Management offers three options that will electronically attach your documentation to your online application once you finish answering the questions in the job announcement.

    (1) You may select a document that you have already uploaded to USAJOBS for a previous announcement.

    (2) You may electronically upload a document directly from your computer to your application. Be certain to review your complete application for confirmation of the document uploaded and click on "Finished" to be returned to USAJOBS.

    (3) You may follow the "Faxing Supporting Documentation" instructions within the online application, which will provide the necessary cover sheets for each of your documents so that they will be correctly submitted. The fax number will be available on the cover sheet.

    Please note that each cover sheet and corresponding document must be faxed separately. Be certain to review your complete fax transmittal confirmation to ensure that all pages have been received.

    IMPORTANT NOTE: If you have multiple documents of the same kind, e.g. 2 undergraduate transcripts from different schools or 2 SF-50s, etc., be sure that they are all in the same file on your computer or in your USAJOBS profile before uploading them. If you try uploading them individually, only the last one sent will be visible in our system. Likewise, if sending them by fax, be sure and include both of them behind the respective fax cover sheet and send them as one fax. If you send them individually with the same cover sheet, the last one sent will overwrite the first one. Finally, if you upload a document, e.g. your undergraduate transcript, do not also fax that same document (or fax another undergraduate transcript), because whichever one you send last will be the only one that is visible in our system. If you have any questions about this information, please contact the person on this announcement BEFORE the closing date.

    Step 6: Click on "Submit" after you have completed your application. Once you have submitted your application, you can check your status online through your Hiring Management or MY USAJOBS account. Your complete online application and any required supplemental documentation (e.g., SF-50, etc.) must be received by 11:59 p.m. Eastern Standard Time (EST) on the closing date of the announcement. It is your responsibility to ensure that all documents are received on time and that the materials are readable. Failure to do so will result in your application being excluded from consideration for this announcement.

    If you are experiencing any technical difficulty with the online process, you MUST CONTACT THE POINT OF CONTACT FOR THIS ANNOUNCEMENT BEFORE THE CLOSING DATE. For all technical issues please contact, no later than 4:30pm EST of the Closing Date. REQUESTS FOR EXTENSIONS WILL NOT BE GRANTED.


    Current or former federal employees must submit their most recent Notification of Personnel Action (SF-50 or equivalent). Disabled applicants claiming Selective Placement eligibility must submit proof of disability and a certification of job readiness. If Selective Placement is applicable to you, you will not be considered without submitting this documentation.  


    Customer Service Center
    Phone: 202-707-5627
    Fax: 000-000-0000
    Agency Information:
    101 Independence Ave. SE
    Washington, DC
    Fax: 000-000-0000


    Please review our evaluation process under Evaluation. You may check the status of your application for this position at any time by logging onto the USAJOBS "My USAJOBS" tab and clicking on "My Applications". You will receive final notification via e-mail when the vacancy has been filled.

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