See below for important information regarding this job.

Duties

Serves as the primary customer facing point of contact for the Order Fulfillment process. Works with the customer in identifying their needs, solving or coordinating timely resolution of customer orders/support problems. Serves as an active participant in customer outreach initiatives to assess customer satisfaction and inform customers of new DLA capabilities. Works through organizational groups to resolve the status of an item and provide emergency customer support. Analyzes and makes business decisions based on information contained in reports and metrics and assists in developing operational changes to improve customer service/satisfaction.

Requirements

• Must be a U.S. citizen
• Tour of Duty: Flexible (https://www.dla.mil/Careers/Join-Our-Team/Benefits/#Work). Shift Work while on deployment.
• 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
• Bargaining Unit Status: Yes
• Financial Disclosure: Required
• Pre-Employment Physical: Required
• Expeditionary Civilian (EC) Position: Emergency Essential; Non-Combat Essential
• 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 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: 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. 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]