Telework Eligible

Yes

Major Duties

• Serves in the Defense Logistics Agency (DLA) Distribution HQ Operations Division, Customer Support Office, as a Customer Service Advocate and specialist for the organization.
• Under supervision, employees work with DLA Distribution, Inventory Control Point (ICPs), DLA Supply Centers, and customers to resolve unusual and complex customer problems.
• Function as a member of a customer support team in the Customer Relationship Management (CRM) Service Management Process for problem resolution of routine complexity 2nd level customer issues involving distribution functions.
• Uses various supply and tracking systems and works with data from Distribution, ICP, and Supply Centers databases to identify unusual and complex problem areas/trends and recommend solutions.
• Prepares written analysis of completed actions and provides one stop customer service to all customers.
• Answers customer inquiries on damaged or discrepant shipments, special handling requirements, mode of shipment, shelf-life, stock substitution, calibration, and related customer concerns.
• Identifies underlying causes of problems, research related information, analyzes and determines workable solutions and coordinates recommendations with the customer(s).

Qualification Summary

To qualify for a General Supply 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 that is typically in or related to the position to be filled. To qualify at the GS-07 level, applicants must possess one year of specialized experience equivalent to the GS-05 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: In a developmental capacity, knowledge of a broad range of supply and quality programs to include stock control, storage, inspection, supply systems and their relationship to the Inventory mission; Conducting studies, analyzing findings, and making recommendations to resolve unusual customer complaints and correct operations to eliminate future complaints or discrepancies; and Preparing written analysis of completed actions and provides one stop customer service to all customers. 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 bachelor's degree AND meet Superior Academic Achievement (SAA) based on one of the following: (1) class standing (upper third standing in graduating class); (2) grade-point average (2.95 overall or over the last two years of bachelor's degree -or- 3.45 in your major field or over the last two years in your major); or (3) election to membership in a national scholastic honor society. OR One full year of graduate level study, or possess a master's or higher degree, e.g., LLB., J.D., LL.M., Ph.D. C. Combination: Combinations of successfully completed post-high school education and experience may be used to meet total qualification requirements for grade level GS-07 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-07. 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.