Knowledge Skills Assessment

Feb 26th, 2014
Business & Finance
Price: $20 USD

Question description


Functional Purpose

Resolves service issues for large business customers and proactively identifies areas of concern to find solutions for

customers before they contact us. Provides assistance to business customers on postal products, services and coordinates

cross-functional teams for expert responses and corrective solutions. Monitors and evaluates customer satisfaction related to

postal products and services; maintains customer profiles and database information. Probes and understands customer

business needs, identifies sources of revenue lead generation.


1. Provides high quality and prompt customer service, information, resolution to business customers via telephone, direct

mail, email, and personal contact on classification, mailability, addressing, forwarding services, mail preparation, fees,

special services, international mail, postal operations, and delivery. Coordinates customer interface with other District

customer service employees when needed, ensures customer satisfaction.

2. Responds to business customer inquiries and documents service issues in approved computer application(s). Identifies

appropriate postal departments to address service improvement opportunities and synchronizes efforts among operations,

marketing, delivery, finance, and other functional areas to ensure resolution. Provides feedback to internal stakeholders and


3. Identifies opportunities based on knowledge of customer and probing, suggests appropriate postal programs, provides

information and guidance, and coordinates with the Sales organization for follow-up.

4. Educates and drives customers on Postal applications to report and monitor service requests; ensures customers access

appropriate computer applications, publications, brochures, and service information guides related to their requirements.

5. Coordinates corrective actions with business customers on mail preparation deficiencies identified by Postal Operations.

6. Transitions business customers for service support, including establishes contacts, understands business needs of

customer, develops and maintains customer profiles using computer applications, and develops a service plan.

7. Uses information captured in Business Service Network computer applications and other postal reporting systems to

identify systemic issues; reports them to the responsible management team in an effort to prevent loss of customer revenue.

8. Prepares information on service performance and improvement options for presentation to internal and external


9. Communicates orally and in writing at a level sufficient to maintain professional relationships with customers; provides

technical and non-technical guidance and recommendations to customers.


Manager, Business Service Network Operations (District)


1. Knowledge of the roles and functions of Postal departments such as operations, marketing, delivery, finance, etc.,

sufficient to identify appropriate departments to address and synchronize service improvement opportunities.

2. Knowledge of Postal products and services, service standards, and service objectives. This includes knowledge of

mailing requirements, revenue protection, and/or customer programs such as CONFIRM, ADVANCE, and Delivery


3. Ability to work independently and with others to diagnose and resolve problems.

4. Ability to communicate orally and in writing sufficient to respond to customer inquiries, provide technical and non-technical

guidance, coordinate problem resolutions, and prepare information for presentation to internal and external customers.

5. Ability to integrate and analyze a variety of information (for example, customer data, Postal products and services,

operations requirements and schedules, mailing methods) sufficient to identify systemic issues affecting customers.

6. Ability to use computerized database applications sufficient to document and retrieve customer information/profiles and

guide customers in the use of Postal computer applications.

7. Ability to interact with customers sufficient to respond to questions and concerns, troubleshoot problems, identify sales

opportunities, and maintain regular communications.

Functional Purpose

Supervises a group of employees in the delivery, collection, and distribution of mail, and in window service activities within a

post office, station or branch, or detached unit.


1. Supervises carrier activities; evaluates the daily workload and makes carrier and route assignments; calls and assigns

auxiliary carriers and messengers; makes temporary changes in routes and time schedules and authorizes overtime work.

2. Supervises the distribution and dispatch of mail and other mail handling activities, including handling change of address

mail; ensures that proper procedures are followed related to receipt, recording, and delivery of accountable mail.

3. Supervises window services to the public, including sale of stamps and other accountable paper; providing special

services such as Express Mail, box rental, and acceptance of advance deposits; providing information on postal services;

setting meters; and accepting mail at public windows; conducts audits of employee flexible accountabilities.

4. Establishes work schedules and allocates work hours to meet service requirements; reschedules assignments based on

changes in mail volume and human resource availability.

5. Analyzes delivery operations, mail flows, and retail operations within the work unit using observation, data analysis, and

computer models; makes recommendations to improve operations.

6. Conducts or oversees mail counts and inspections; analyzes factors such as office practices, safety conditions, route

layout, and delivery methods to determine if routes are laid out properly; makes recommendations for route adjustments and

other efficiency improvements.

7. Ensures compliance with vehicle maintenance and inspection schedules; monitors vehicle service contracts; may

investigate vehicle accidents.

8. Supervises a medium-size group of craft employees; provides on-the-job training; ensures complete training in current

operating and safety procedures; assesses employee performance and provides guidance and direction to employees

regarding work performance; makes recommendations for performance improvement; and ensures development of

employees in the work unit.

9. Establishes effective work team relationships; involves employees in decisions that affect them; and encourages decision

making at the lowest possible level.

10. Has frequent contact with the public, large volume mailers, and representatives of community, business, or mailing

organizations to respond to mailing inquiries.

11. Supervises and participates in record-keeping of work hours, mail volumes, cost ascertainment data, carrier

transportation costs, accident and injury occurences and costs, and personnel time and attendance.

12. May personally perform certain non-supervisory tasks in order to meet established service standards, consistent with the

provision of Article I, Section 6, of the National Agreement.


Postmaster or Manager, Customer Services, or designated unit manager.


1. CHANGE MANAGEMENT: Prepares employees for change by establishing and maintaining continuous dialogue with

employees; communicates change to employees and reassures them during the transition from present to future state.

2. COMMUNICATION SKILLS: Organizes and expresses thoughts and information in a clear and concise manner while

tailoring the message to the audience; engages in active listening; is aware of the impact of nonverbal cues on the message

being delivered; takes into account the feelings and motivation of others when delivering a message.

3. EMPLOYEE FOCUS: Establishes a positive and safe work environment conducive to increasing productivity through

treating employees with dignity and respect; defines the roles of employees and clarifies their responsibilities for the success

of the organization; provides employees with the tools and support they need to accomplish their goals.

4. FUNCTIONAL ADMINISTRATION: Completes administrative tasks; generates and analyzes daily reports to ensure

appropriate documentation of operations.

5. OPERATIONS MANAGEMENT: Manages the operation through the use of operational plans developed to drive work unit

and organizational performance; addresses labor relations issues and applies knowledge of local and national agreements to

solve workplace conflicts; analyzes data on a regular basis to determine if adjustments to current operations are necessary

to achieve goals.

6. PERSONAL ACUMEN: Adapts to changes in the business environment; demonstrates trustworthiness and initiative to

accomplish work unit and organizational goals and objectives.

7. KNOWLEDGE OF PERFORMANCE MEASUREMENT systems and standards, and customer satisfaction indicators, as

they relate to customer service operations.

8. WORK UNIT PLANNING: Determines priorities of the work unit on a daily and weekly basis; identifies resources

(employees and capital) needed to accomplish goals and allocates resources as allowed to support the priorities and goals

established for the work unit and organization as a whole.

9. EXAMINATION REQUIREMENT: Individuals must successfully complete Postal Service Test 642, which measures

job-related knowledge, skills, and abilities related to personal characteristics linked to performing effectively as an employee

in this organization.

Experience....Letter Carrier (Google responsibilities)...... Shift Supervisor (KFC)...... Associates in Business Management 2/21/14..... Currently in Bachelors Program..... Costco cashier and stock.....

Tutor Answer

(Top Tutor) Daniel C.
School: Cornell University

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