Front Line Supervisor

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. Compensation & Benefits Estimated Starting Salary Range for Front Line Supervisor: $50K- DOE Pay commensurate with experience. Full time benefits include Medical, Dental, Vision, 401K, and other possible benefits as provided. Benefits are subject to change with or without notice. Front Line Supervisor Responsibilities Report to the Main Issue Facility no later than 0630 each operating day and complete a physical inspection of the frontline and customer service areas prior to opening. Ensure Customer Service Representatives (CSRs) are assigned to the correct service counters and are prepared to begin customer service at the established start of business. Confirm daily pre‑pack items are pulled, staged, and ready prior to opening to support scheduled appointments and reduce counter processing time. Serve as the primary operator and task trainer for the Queue Management System (QMS); ensure the system is active, correctly configured, and operational from open to close each operating day. Monitor 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; document completion on the official training roster prior to independent system use; provide immediate corrective coaching when QMS procedures are not followed. Perform daily accountability of all QMS tablets; ensure devices are charged, functional, and placed at designated stations before opening; immediately report nonfunctional equipment to the Site Manager. Manage customer flow throughout operating hours by directing real‑time station assignments; coordinate with the Site Manager to address staffing shortfalls; maintain 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. Observe CSR sizing activities during daily operations; provide on‑the‑spot corrections to ensure compliance with sizing standards; task‑train new hires on sizing procedures prior to independent counter assignment and document training with FLS sign‑off. Ensure all issue, return, and exchange transactions are accurately entered into ELMS in real time. Verify issued items meet serviceability standards prior to customer handoff; remove unserviceable items from the issue line, document the discrepancy, and report to the Site Manager in accordance with PWS 3.4. Maintain the frontline and customer service areas in inspection‑ready condition at all times; ensure equipment is stored only in designated locations; complete end‑of‑day accountability checks and report unresolved discrepancies to the Site Manager prior to departure. Task‑train new hires on ELMS functions, issue/return procedures, sizing standards, serviceability standards, and QMS operation prior to independent counter assignment; document training on the official roster with FLS sign‑off and provide a copy to the Site Manager within 30 days of hire; conduct 60‑ and 90‑day performance re‑evaluations and report observations to the Site Manager. Perform other job‑related duties as assigned. Front Line Supervisor Experience, Education, Skills, and Abilities Requested 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. Preferred Qualifications 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. Company Information Cherokee Nation Government Solutions (CNGS) is a part of Cherokee Federal, the division of tribally owned federal contracting companies owned by Cherokee Nation Businesses. As a trusted partner for more than 60 federal clients, Cherokee Federal LLCs are focused on building a brighter future, solving complex challenges, and serving the government’s mission with compassion and heart. To learn more about CNGS, visit cherokee-federal.com. Similar Searchable Job Titles Customer Service Supervisor Issue Facility Team Lead Equipment Issue Supervisor Individual Issue Facility Supervisor Keywords Individual Issue Facility Queue Management System ELMS Transaction Processing ICCE Equipment Issue Customer Service Operations Legal Disclaimer Cherokee Federal is an equal opportunity employer. Please visit cherokee-federal.com/careers for information regarding our affirmative action and equal opportunity employer statement, accommodation request, and Presidential EO 14042 notice. #J-18808-Ljbffr