Job Overview


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.


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.