See below for important information regarding this job.

Duties

Serves as the primary customer facing point of contact for the Order Fulfillment process. Responsibilities Works as a senior team member within DLA Energy Customer Support Division a DLA Energy Customer Support Division Customer Relationship Management (CRM) Cell or Segment Support team. Primary customer facing point of contact for the Order Fulfillment process. Customer Groups include Intermediaries, Federal Agencies, DoD, Air Force Petroleum Office, Army Petroleum Center, Naval Petroleum Office and other authorized customers. Works with customers to identify their needs, manually process sales or credit orders. Works with Procurement to ensure the sales orders are sourced correctly, resolves billing issues, and solves or coordinates the timely resolution of problems. Provides the customer with a champion to resolve customer issues encountered while using the Enterprise- External Business Portal (EEBP). Active participant in customer outreach initiatives to assess customer satisfaction. Works with the customer and Region CAS to clear remaining open balances from sales orders that have been received in order to release committed funds on purchase requisitions (PR) and obligated funds on delivery orders (DO). Monitors related Help Desk tickets and reports status to team members, management, and the customer. Coordinates with DLA Energy Planning to evaluate existing and potential customer requirements. Provides detailed implementation guidance for new/revised policies, practices and procedures developed to resolve recurring problems and/or improve customer service. Maintains program and administrative reference materials, project files and relevant background documents and makes available policies, procedures and written instructions. Provides guidance and coaching to subordinate Customer Account Specialists within the CRM Cell. Represents the organization and conveys the team’s findings and recommendations in meetings and dealings with other PLFAs, program officials, and customers. Researches, learns, and applies a wide range of qualitative and/or quantitative methods to identify, assess, analyze, and resolve system-related processing issues. Oversees actions to resolve customer order/support problems and complaints and ensures coordination with other process areas. Audit readiness requirements, customer interaction, and pricing nuances at all points of sale including Customer Direct vendor deliveries, sales from (EEBP), cont cont. Defense Fuel Support Points (DFSPs), DLA Card Programs, and manually created sales transactions in EBS.

Requirements

• Must be a U.S. citizen
• Tour of Duty: Set Schedule - 1st Shift
• 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: No
• 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 is directly in or related to this position. 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 audit readiness requirements, customer interaction, and pricing nuances at all points of sale. Requires substantial knowledge of, and skill and ability to apply and adapt analytical and evaluative methods in performing customer support studies. Knowledge of marketing principles and demand planning techniques, as well as of supplier capabilities, is needed in order to support the analysis of customer requirements. Knowledge of the major programs, issues, operations, and processes associated with all Customer Operations functional responsibilities. 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: Ashley Mitchell
• Phone: 717-770-4559
• Email: [email protected]