See below for important information regarding this job.

Duties

Serves as second-line supervisor of a geographically dispersed Customer Relationship Management (CRM) organization. Represents the Division as a customer advocate and a liaison with DLA personnel in solving or coordinating the resolution of customer order/support problems, developing customer service improvements and associated implementing guidance, anticipating and presenting courses of action to address supply chain management shortfalls, and creating demand plans to forecast anticipated customer requirements. Interacts with customers and coordinates with internal DLA teams concerning the processing of orders Provides customers with general information regarding DLA products and services Resolves customer complaints, expedites emergency orders, maintains customer data, and, as applicable, forecasts future requirements through extensive data gathering and the application of statistical processes.

Requirements

• Must be a U.S. citizen
• Tour of Duty: Flexible
• Security Requirements: Non-Critical Sensitive with Secret
• 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.

Qualifications

To qualify for a Supervisory Customer Relationship 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 is directly in or related to this position. In addition to meeting the Basic Contracting Requirement above, to qualify for the GS-14 grade level, specialized experience must be at the GS-13 grade 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: Serving as the Customer advocate for the organization in support of customer needs involving overall supply chain management, industrial support and training activities. Building and developing effectively functioning teams of multifunctional employees located at various locations. Developing, interpreting and communicating supply chain performance measures by managing order management and planning processes, as the on-site subject matter expert. 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 Aviation 6090 Strathmore Road Richmond, VA 23237 US
• Name: DLA Aviation POC
• Phone: 614-692-0318
• Email: [email protected]