Customer Account Specialist

Summary See below for important information regarding this job. Responsibilities 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 Conditions of Employment 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. Additional Information This position is being filled as Term appointment not-to-exceed 3 years Current permanent DLA employees eligible as a Promotion this position will be filled as a Temporary Promotion NTE 3 years and may be extended up to a total of five years or converted to a permanent promotion without further competition Current permanent DLA employees eligible as a Reassignment/Change-to-Lower Grade this position will be filled as a Reassignment/Change-to-Lower Grade with the intent to be limited to the time period specified in the announcement and may be reassigned at management's discretion or made permanent at any time Upon termination/expiration of the temporary assignment placement will be either to the gaining or previous organization in accordance with DLA policy DLAI 1442.04 regarding placement rights after a time-limited assignment For all others if selected this would be a Term/Time-Limited Appointment NTE 3 years and not more than six years The selected applicant will be required to sign a written agreement acknowledging the conditions of this temporary assignment/appointment and that they may be released from this position upon management discretion Position requires DoD Acquisition Life Cycle Logistics L/LCL Foundational certification within required timeframes Selectee must also achieve 80 hours of Continuous Learning Points every 2-years Click here for more details and Resources MILITARY SPOUSE PREFERENCE In order to receive this preference you must choose to apply using the Priority Placement Program DoD Military Spouse Preference MSP eligibility If you are claiming military spouse preference and are determined to be among the Best Qualified for the position, you will be referred to the hiring manager as a priority applicant at the full performance level 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 7d 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: 2024-11-12