See below for important information regarding this job.

Duties

Serves as Chief of the Customer Division within the Directorate of Customer Operations responsible for all DLA Energy customer service matters. Directs Division work to ensure the overall success of the customer's relationship with DLA, including being accountable for actions of Customer Relationship Management (CRM) Cells, Support Teams, and other CRM personnel Customer Groups include DLA Energy Regions, DoD, Federal Agencies, Air Force Petroleum Office, Army Petroleum Center, Naval Petroleum Office and other authorized customers Ensures customer requirements and service agreements are met in terms of quality of service, timeliness and accuracy of order fulfillment, and accuracy of demand forecasting Reviews all Key Performance Indicators (KPIs) and metrics pertaining to customer support and demand planning and analyzes results achieved and performance trends relative to performance objectives and improvement plans Works with supervisors to identify and plan initiatives and programs to enhance customer satisfaction, demand collaboration, productivity, customer value added service, and supply chain management in accordance with CRM policy and guidance Works with Program Managers and the Military Services on managing special programs, as well as the requirements of customers in specific customer areas, such as Operating Forces Reviews and approves marketing strategies developed/recommended by subordinate supervisors, in conjunction with CRM staff, to ensure compliance with overall program objectives Reviews and approves the implementation of improvements to marketing strategies, customer relations, business development, and customer demand profiles Develops and coordinates recommendations for improving processes, procedures, policies, and system capabilities related to customer/demand planning support and operations with CRM and Process Management activities Coordinates with Process Management on developing the methodology for measuring the effectiveness and efficiency of proposed improvements and for quantifying results Collaborates with other Customer Facing Division Chiefs to develop mutually agreeable solutions that address workload and priority issues escalated from subordinate CRM Cells and Support Teams Develops and implements strategies within the Division that have potential agency-wide impact as they relate to developing supply chain management solutions, advanced marketing practices, and research and development initiatives Performs customer outreach and support functions and represents the Directorate as a customer advocate and a liaison with DLA personnel, solving or coordinating the resolution of customer order/support problems, ... (cont) (cont)... and developing customer service improvements and associated implementing guidance.

Requirements

• Must be a U.S. citizen
• Tour of Duty: Flexible Schedule
• 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.
• Financial Disclosure Requirement: Required

Qualifications

To qualify for a Supervisory Customer Operations Division Chief, 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-14 level, applicants must possess one year of specialized experience equivalent to the GS-13 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: Coordinating with customers, CRM, and Order Fulfillment and Planning process areas in performing customer outreach and support, resolving customer order/support issues, generating customer demand plans, providing weapon system logistical support, reviewing performance, and developing customer service and other operational improvements, Business development and logistics solutions affecting the expansion of new business bases to military and other customers, Developing and implementing strategies that have potential agency-wide impact as they relate to developing supply chain management solutions, advanced marketing practices, and research and development initiatives. Responsible for customer support and include extensive coordination of anticipated customer requirements, analyzing/adjusting historical demand to create demand plans, and marketing services, capabilities, and products. 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 Energy 8725 John J Kingman Rd Fort Belvoir, VA 22060-6222 US
• Name: Matthew Sweigart
• Phone: 717-770-3157
• Email: [email protected]