See below for important information regarding this job.

Duties

Serves as the primary customer facing point of contact for resolving emergency requests, maintaining customer data, and initiating calls to customers. Primary point of contact for all policies and procedures relating to strategy, planning, and customer service for assigned customers. Resolve and/or coordinate the resolution of customer orders or support problems, and develop customer service improvements. Recommends policy, procedures, and regulatory standards for processing customer orders. Provide guidance and direction regarding regulations, policies, and procedures as they apply to electronic transactions and other automated systems. Monitors and enhances customer relationships by participating in customer outreach initiatives to assess customer satisfaction and inform customers of new DLA capabilities.

Requirements

• Must be a U.S. citizen
• Tour of Duty: Flexible
• 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.
• Mobility Service Agreement: Mobility Agreement required

Qualifications

To qualify for a Customer Logistics Site Specialist, your qualifications must include: 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 this 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: GS-12: Receive and validate customer Sales Orders and manage unfilled orders. Recommend procedures and regulatory standards for processing customer orders. Monitor the status of open orders, and receive/process order cancellations, status updates, and modifications, to ensure actions are being worked and finalized. Monitor the effectiveness of collaboration efforts with customers to ensure they are providing the desired effect on customer satisfaction and relationship management. Provide solutions and authorize customer requests, such as price matching, crediting difference on accounts, and initiating corrective resolution of shipment problems. Provide guidance regarding regulations, policies, and procedures as they apply to electronic transactions and other automated systems. Analyze system and customer feedback to determine/measure the status of customer 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]