See below for important information regarding this job.

Duties

Serves as a senior team member within a Customer Relationship Management (CRM) Team/Cell or Segment support team, training, overseeing workload and briefing internal/external customers. Provides advice and technical expertise to junior CASs on the Order Fulfillment process. 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. Ensures workflow items assigned to subordinate members of the CRM Cell are addressed. Investigates and analyzes conditions associated with failed transactions (iDOC errors).

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.

Qualifications

To qualify for a Lead Customer Account 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 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 leading a team 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]