See below for important information regarding this job.

Duties

Serves as a supervisor of a Customer Relationship Management (CRM) Cell or Support team within a Customer Operations Directorate. Serves as the Civilian Deployment Coordinator and program focal point. Serves as a customer facing world wide deployable emergency essential employee point of contact for the Order Fulfillment process to identify customers needs. Solves or coordinates the timely resolution of customer orders/support problems, and acts as a customer advocate and liaison with Defense Logistics Agency (DLA) personnel. Takes direct action on complex customer complaints. Represents DLA to the customers, coordinate with CRM representatives and with supervisors from other CRM Cells on order processing and customer service actions impacting their assigned customers, and resolving issues escalated by subordinate teams.

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 Addtl Info.
• Expeditionary Civilian (EC): Emergency Essential/Non-Combat Essential
• Pre-Employment Physical: Required

Qualifications

To qualify for a Supervisory Customer Account Specialist your resume and supporting documentation must support: 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-12 level, applicants must possess one year of specialized experience equivalent to the GS-11 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: Ensuring the overall success of the customer's relationship with DLA. Serving as primary contact points for specific customer activities to interact with DLA concerning the processing of orders, problem resolution, providing product information, resolving customer complaints, expediting emergency orders, maintaining customer data gathering, and the application of statistical processes. Utilize supply and inventory management regulations, policies, procedures, and concepts. Experience with order fulfillment techniques and methods. Skill in analyzing statistical data in order to forecast customer requirements. 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 Land and Maritime 3990 East Broad Street Columbus, OH 43218 US
• Name: DLA Land and Maritime POC
• Phone: (614) 692-0313
• Email: [email protected]