Telework Eligible

Yes

Major Duties

• Serves as the senior Customer Account Specialist within their team, accountable for customer master data for designated CRM Cell.
• Coordinates high impacting changes to the Customer Master file with the CRM Cell Lead and the Finance, Planning, and Process Management teams.
• Informs customers of new and existing DLA services and capabilities and ensures they are kept abreast of changes to products that they order on a regular basis.
• Provides advice and guidance to customers and CRM Cell, Support Team, and applicable Integrated Supplier Team (IST) personnel.
• Oversees actions to resolve customer order/support problems and complaints, and ensures adequate coordination with other process areas and with other CRM Cells and Support Teams, as required.
• Provides customer assistance in entering and processing sales orders, through Web Based Ordering system (i.e. EEBP, DOD EMALL etc.) or with any other issues to include obtaining report on behalf of the customer.
• Intervenes in situations in which the subordinate Customer Account Specialists cannot provide satisfactory resolution to complex customer issues.

Qualification Summary

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-11 level, applicants must possess one year of specialized experience equivalent to the GS-09 level or equivalent under other pay systems in the Federal service, military, or private sector. 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: GS-11 Utilizing EBS applications related to Order Fulfillment to complete a variety of tasks. Applying and adapting analytical and evaluative methods in performing customer support studies. Supporting the analysis of customer requirements and the organization's ability to meet them. Assisting with planning and scheduling studies to identify ways to improve work operations and customer satisfaction. GS-12 Utilizing EBS applications related to Order Fulfillment to complete a variety of complex tasks. Applying and adapting analytical and evaluative methods in performing customer support studies. Supporting the analysis of customer requirements and the organization's ability to meet them. Planning, scheduling, and conducting studies to identify and recommend ways to improve work operations and customer satisfaction. Demonstrating a thorough understanding of marketing principles, demand planning techniques, and supplier capabilities. B. Education Substitution: Such education must demonstrate the knowledge, skills, and abilities necessary to do the work. Education must be from a college or university accredited by an organization approved by the U.S. Department of Education. See http://ope.ed.gov/accreditation/Search.aspx. If using education to meet basic qualifications, YOU MUST SUBMIT A TRANSCRIPT as supplemental documentation. To qualify based on education in lieu of specialized experience, you must possess: GS-11 Ph.D. or equivalent doctoral degree, or three (3) years of progressively higher level graduate education leading to a PhD or equivalent Doctorate degree, or LL.M, if related. Such education must be from an accredited college or university, and must demonstrate the knowledge, skills and abilities to do the work. GS-12 Education may not be used in lieu of specialized experience for this grade level. C. Combination: Combinations of successfully completed post-high school education and experience may be used to meet total qualification requirements for the GS-11 grade level only and may be computed by first determining the applicant's total qualifying experience as a percentage of the experience required for the grade level; then determining the applicant's education as a percentage of the education required for the grade level; and then adding the two percentages. The total percentages must equal at least 100 percent to qualify an applicant for that grade level. Only graduate education in excess of the amount required for the next lower grade level may be used to qualify applicants for positions at grade GS-11. 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.

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