See below for important information regarding this job.

Duties

Serves as a supervisor of the Customer Relationship Management (CRM) Cell. Reviews and approves recommendations from subordinates for overall supply chain management. Develops the methodology for measuring the effectiveness and efficiency of proposed improvements for quantifying results. Represents DLA to the customers, coordinating with CRM representatives (Customer Account Managers, Customer Support Representatives, and Weapon Systems Support Managers) and with supervisors from other CRM Cells/Support Teams. Coordinate on order processing and customer service actions impacting their assigned customers, and on resolving issues escalated by subordinate teams. Develops logistics solutions/marketing strategies for customers. Coordinates and communicates as needed with CRM activities and staff located at DLA Headquarters and customer sites and helps ensure any applicable customer agreements are kept on track and fulfilled.

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.
• You will be a Mission Essential employee. This requires you to work during an emergency to ensure continuation of essential functions. You may be required to work at the designated duty location, a telework site, or an alternate location/facility.

Qualifications

To qualify for a Supervisory Customer Relationship Specialist, your resume and supporting documentation must support one year of specialized experience that equipped you with the particular competencies to successfully perform the duties of the position and is directly in or related to this position. To qualify at the GS-13 level, applicants must possess one year of specialized experience equivalent to the GS-12 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: Supervise and direct the work of subordinates. Oversee initiatives with a positive impact on increasing the volume of business and growing the customer base. Analyze influences on demand plans. Evaluate Key Performance Indicators and/or other performance measures relative to customer goals and objectives. Managing customer support programs 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]