Telework Eligible

Yes

Major Duties

• If selected at the GS-11 level, the below responsibilities will be performed in a developmental capacity.
• Serves as the primary customer facing point of contact for resolving emergency requests, maintaining customer data, and initiating calls to customers.
• Primary point of contact for all policies and procedures relating to strategy, planning, and customer service for assigned customers.
• Resolves and/or coordinates the resolution of customer orders or support problems, and develop customer service improvements.
• Recommends policy, procedures, and regulatory standards for processing customer orders.
• Provide guidance and direction regarding regulations, policies, and procedures as they apply to electronic transactions and other automated systems.
• Monitors and enhances customer relationships by participating in customer outreach initiatives to assess customer satisfaction and inform customers of new DLA capabilities.

Qualification Summary

To qualify for a Customer Logistics Site 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. 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: GS-11: Receive and validate customer Sales Orders and for manage unfilled orders. Monitor the status of open orders, and receive/process order cancellations, status updates, and modifications. Provide solutions and authorize customer requests, such as price matching, crediting difference on accounts, and initiating corrective resolution of shipment problems. Monitor the effectiveness of collaboration efforts with customers to ensure they are providing the desired effect on customer satisfaction and relationship management. GS-12: Recommend procedures and regulatory standards for processing customer orders. Monitor the status of open orders, and receive/process order cancellations, status updates, and modifications, to ensure actions are being worked and finalized. Provide guidance regarding regulations, policies, and procedures as they apply to electronic transactions and other automated systems. Analyze system and customer feedback to determine/measure the status of customer satisfaction. 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: 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. GS-12: Education cannot be substituted. C. Combination: Combinations of successfully completed post-high school education and experience may be used to meet total qualification requirements for grade levels 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.

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