Telework Eligible

Yes

Major Duties

• Serves as the primary customer facing point of contact for the Order Fulfillment process to resolve emergency requests, provide tailored customer support, maintain customer data, and initiate calls to customers.
• Ensures the timely processing of customer orders and customer access to product, account, and order information.
• Processes and expedites priority backorders related to routine and difficult supply problems for customer requisitions.
• Monitors and takes action on assigned projects involving emergency and contingency efforts and disaster relief during emergency periods.
• Resolves complex issues and problems related to customer orders.
• Monitors and enhances customer relationships by participating in customer outreach initiatives to assess customer satisfaction and inform customers of new DLA capabilities.
• Participates in the development of operational changes to improve customer service and satisfaction.

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. 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: Utilizing order fulfillment, distribution, or other web-based applications for logistics processing. Coordinating with transportation programs and distribution center operations. Performing customer support studies regarding inventory management. 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: a Ph.D. or equivalent doctoral degree, or three (3) full years of progressively higher level graduate education leading to such a degree, or LL.M. if related. C. Combination: Combinations of successfully completed post-high school education and experience may be used to meet total qualification requirements for grade level GS-11 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.

The Nation's Logistics Combat Support Agency, responsible for delivering agile, adaptive, and resilient logistics support across the continuum of conflict.