Telework Eligible

Yes

Major Duties

• Serves as the primary customer facing point of contact for the Order Fulfillment process.
• Oversees actions to expedite the resolution of customer order and support problems and complaints.
• Serves as customer advocate and liaison in dealing with Finance, Planning, and Procurement issues.
• Monitors the resolution of transaction violations and provides direct support to analyzing and re-processing complex transactions.
• Collaborates in the development of action plans to address root causes of widespread problems.
• Conducts detailed program reviews to identify, develop, and recommend process improvements.
• Prepares detailed written reports containing findings and recommendations for resolving recurring problems, improving customer services, expanding customer use of goods and services, identifying customer concerns, and projecting future requirements.

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-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: Ensuring the expedited delivery of emergency supply requests. Recommending improvements to complex order fulfillment processes. Generating reports and analyzing data to identify root causes of widespread problems. 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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