Customer Account Specialist

Summary See below for important information regarding this job. Responsibilities Serves as the primary customer facing point of contact for the Order Fulfillment process. Works with the Customer Service Management (CSM) Cell Lead to develop customer service improvements and associated implementing guidance. Works with the customer to capture the fuel requirement and translate it into executable language for contracting to source the fuel. Serves as an active participant in customer outreach initiatives to assess customer satisfaction and inform customers of new DLA Energy capabilities. Works with internal and external organizations to resolve customer issues and develop solutions for new fuel requirements or emergency customer support. Requirements Conditions of Employment Qualifications To qualify for a 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: Identifying and coordinating order fulfillment, customer needs, resolution of customer orders and solving support problems. Implementing guidance for policies, practices, and procedures developed to resolve recurring problems and/or improve customer service. Conducting detailed program reviews for evaluating, advising and improving customer service/support programs reviews related to Enterprise Business Systems (EBS) problems and various other customer issues. 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. Additional Information Position requires DoD Acquisition Life Cycle Logistics (L), Foundational certification within required timeframes. Selectee must also achieve 80 hours of Continuous Learning Points (CLPs) every 2-years. Click here for more details and Resources. For Important General Applicant Information and Definitions go to: Reemployed Annuitants: This position does not meet criteria for appointment of Reemployed Annuitants. The DoD criteria for hiring Reemployed Annuitants can be found at: Information for Veterans is available at: As of 23 December 2016, Military retirees seeking to enter federal service in the Department of Defense now require a waiver if they would be appointed within 180 days following their official date of retirement. Drug-Free Workplace: The Defense Logistics Agency (DLA) has established a Drug-Free Federal Workplace Policy. All applicants tentatively selected for DLA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with DLA for a period of six months. This policy extends to random testing for the use of illegal drugs by employees who occupy testing designated positions defined as sensitive in Section 7(d) of Executive Order 12564. The Defense Logistics Agency's Drug Free Workplace Plan's drug testing panel includes testing for the following illegal substances: marijuana, cocaine, opiates (codeine/morphine), 6-Acetylmorphine (heroin), phencyclidine, amphetamines (amphetamine/methamphetamine), methylenedioxymethamphetamine (MDMA), methylenedioxyamphetamine (MDA), oxycodone, oxymorphone, hydrocodone, and hydromorphone. ADVISORY: By using cannabidiol (CBD) products you are risking a positive drug test result for marijuana.

Created: 2024-11-11