See below for important information regarding this job.

Duties

Serves as Chief of the Customer Facing Division, responsible for a wide variety of customer support functions. Represents the Directorate as a customer advocate and a liaison with DLA personnel in forecasting anticipated customer requirements. Works with Supervisors in the Division to ensure customer requirements and service agreements are met in terms of quality of service, timeliness, and accuracy of order fulfillment and accuracy of demand forecasting. Reviews and approves the implementation of improvements to marketing strategies, customer relations, business developments and customer demand profiles. Works directly with the Supplier Facing Division Chiefs to ensure adequate support is available to resolve customer discrepancies and emergency requests and ensure customer requirements for good and services are executed. Reviews all Key Performance Indicators (KPIs) and metrics pertaining to Customer Relationship Management (CRM) cells, demand planning, supply chain management and Enterprise Business Systems.

Requirements

• Must be a U.S. citizen
• Tour of Duty: Flexible
• Security Requirements: Non-Critical Sensitive with Secret Access
• Appointment is subject to the completion of a favorable suitability or fitness determination, where reciprocity cannot be applied; unfavorably adjudicated background checks will be grounds for removal.
• Fair Labor Standards Act (FLSA): Exempt
• Selective Service Requirement: Males born after 12-31-59 must be registered or exempt from Selective Service.
• Recruitment Incentives: Not Authorized
• Supervisory Probation: Required
• Completion of Supervisory Certification Program: Required
• Bargaining Unit Status: No
• Defense Acquisition Workforce position. Must complete DoD certification and other requirements. See Addt'l Info.

Qualifications

To qualify for a Supervisory Customer Operations Division Chief, your resume and supporting documentation must support: A. Specialized Experience: One year of specialized experience that equipped you with the particular competencies to successfully perform the duties of the position, and that is typically in or related to the position to be filled. To qualify at the GS-14 level, applicants must possess one year of specialized experience equivalent to the GS-13 level or equivalent under other pay systems in the Federal service, military or private sector. Applicants must meet eligibility requirements including time-in-grade (General Schedule (GS) positions only), time-after-competitive appointment, minimum qualifications, and any other regulatory requirements by the cut-off/closing date of the announcement. Creditable specialized experience includes: Experience working on a team which has an impact on the planning, research and development, production, testing, and delivery of commodities, equipment, services, and programs for a global customer base. Provides assignments, guidance to, and appraises work of subordinate personnel. Experience with applying laws, regulations, policies, and procedures used in supply and demand planning, order fulfillment quality assurance, and inventory management. Experience evaluating trends and conditions in order to assess a technical/quality program. The incumbent must have a clear understanding of applicable automated systems that support audit readiness, to include manual and system processes and their associated internal controls. Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional, philanthropic, religious, spiritual, community, student, social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.

Education

Substitution of education may not be used in lieu of specialized experience for this grade level.

Contacts

• Address DLA Troop Support 700 Robbins Avenue Philadelphia, PA 19111 US
• Name: Nicole Gossard
• Phone: 717-770-4069
• Email: [email protected]