See below for important information regarding this job.

Duties

Serves as the primary customer facing point of contact for the Order Fulfillment process in terms of resolving emergency requests, customer orders, providing tailored customer support, maintaining customer data, and initiating calls to customers. Ensures the timely processing of customer orders and customer access to product, account, and order information. Responsible for the receipt, validation, and pricing of customer Sales Orders and managing backorders. Monitors and enhances customer relationships by participating in customer outreach initiatives to assess customer satisfaction and inform customer of new capabilities. Takes direct action on complex customer complaints. Conducts detailed reviews to evaluate, advise on, and improve the effectiveness of customer service/support programs.

Requirements

• Must be a U.S. citizen
• Tour of Duty: 1st Shift
• Security Requirements: Non-Critical Sensitive
• 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
• Bargaining Unit Status: Yes
• Defense Acquisition Workforce position. Must complete DoD certification and other requirements. See Addtl Info.

Qualifications

To qualify for a Customer Account Specialist 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 is directly in or related to this position. 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: Experience with the Order Fulfillment process. Experience developing action plans that address root causes of widespread problems. Experience conducting detailed program reviews for evaluating, advising, and improving customer service/support programs related to EBS problems and various other customer issues. Providing resolutions of complex and/or widespread customer billing and collection issues. Generating and reviewing applicable reports and metrics relating to customer orders Participating in organizational changes to improve customer service/satisfaction. 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]