See below for important information regarding this job.

Duties

Serves as the senior Customer Account Specialist within the team Works with the Lead to develop customer service improvements and associated implementing guidance Active participant in customer outreach initiatives to assess customer satisfaction and inform customers of new DLA capabilities. Serve as the primary customer facing point of contact for the Order Fulfillment process Advises customers on how to avoid the reoccurrence of problems Makes decisions based on reports and metrics Provides customer assistance in entering and processing sales orders Knowledgeable on EBS applications related to Order Fulfillment and distribution system

Requirements

• Must be a U.S. citizen
• Tour of Duty: Flexible (https://www.dla.mil/Careers/Join-Our-Team/Benefits/#Work)
• 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.
• Financial Disclosure Requirement: Not Required
• Term Appointment: NTE 36 Months

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: Works with customers to identify needs, solves, and coordinates resolutions. Investigates and analyzes conditions associated with failed transactions Develops operational changes to improve customer service and satisfaction. Evaluates performance trends based on analysis of Key Performance Indicators, operating metrics, and other reports. 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 Troop Support 700 Robbins Avenue Philadelphia, PA 19111 US
• Name: Stephen Ferraro
• Phone: 717-770-4886
• Email: [email protected]