Supervisory Customer Relationship Specialist

Duties
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• Supervises Customer Relationship Management (CRM) Cell personnel in resolving customer support issues, coordinating customer service improvements, and serving as a liaison between DLA and customer.
• Develops and implements service improvement plans, analyzes Key Performance Indicators (KPIs), and monitors demand trends to enhance customer satisfaction and logistics outcomes.
• Reviews and approves subordinate recommendations for marketing strategies, customer value-added services, and supply chain management enhancements.
• Oversee development of Service Level Agreements (SLAs) and Performance-Based Agreements (PBAs) in collaboration with Customer Account Managers and other stakeholders.
• Coordinates with CRM stakeholders and external divisions, such as Integrated Supplier Teams and Supplier Support Divisions, to address service disruptions and complex support needs.
• Analyzes customer feedback, service disruptions, and CRM data to identify trends, develop action plans, and support continuous improvement of customer support operations.

Requirements
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Conditions of employment

• Must be a U.S. citizen
• Tour of Duty: Flexible Schedule
• Security Requirements: Non-Critical Sensitive with Secret Access
• Appointment is subject to the completion of a favorable suitability or fitness determination, where reciprocity cannot be applied; unfavorably adjudicated background checks will be grounds for removal.
• Fair Labor Standards Act (FLSA): Exempt
• Selective Service Requirement: Males born after 12-31-59 must be registered or exempt from Selective Service.
• Recruitment Incentives: Authorized
• Supervisory Probation: Required
• Completion of Supervisory Certification Program: Required
• Bargaining Unit Status: No
• This is an obligated position and occupancy is subject to the return of former incumbent. If former incumbent fails to return to the position, occupancy may become permanent.
• Defense Acquisition Workforce position. Must complete DoD certification and other requirements. See Addtl Info.
• Financial Disclosure Requirement: Required

Qualifications

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-13 level, applicants must possess one year of specialized experience equivalent to the GS-12 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:

• Experience developing and evaluating performance metrics, satisfaction surveys, service levels to improve operational efficiency and customer satisfaction.
• Experience analyzing large-scale customer service operations, identifying root causes of service disruptions, and collaboration with internal and external stakeholders.
• Experience supervising or leading a customer support or CRM team in logistics or supply chain environment, including resolving escalated service issues and coordinating improvements across business functions.

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.

Education

Substitution of education may not be used in lieu of specialized experience for this grade level.

Additional information

For Important General Applicant Information and Definitions go to: http://www.dla.mil/portals/104/documents/careers/GenAppInfoDef.pdf

Reemployed Annuitants: This position does not meet criteria for appointment of Reemployed Annuitants. The DoD criteria for hiring Reemployed Annuitants can be found at: https://www.esd.whs.mil/Portals/54/Documents/DD/issuances/140025/140025_vol300.PDF

Acquisition Position: Position requires DoD Acquisition Life Cycle Logistics, Advance certification within required timeframes. Selectee must also achieve 80 hours of Continuous Learning Points (CLPs) every 2-years. Click here for more details and Resources.

Information for Veterans is available at: https://www.dla.mil/Careers/Programs/ . As of 23 December 2016, Military retirees seeking to enter federal service in the Department of Defense now require a waiver if they would be appointed within 180 days following their official date of retirement.

Drug-Free Workplace Policy

The Defense Logistics Agency (DLA) is committed to maintaining a safe, drug-free workplace. All DLA employees are required to refrain from illegal drug use on and off duty. DLA conducts pre-employment, reasonable suspicion, post-accident, and random drug testing.

Applicants tentatively selected for employment in testing designated positions will undergo a urinalysis to screen for illegal drug use prior to appointment. Refusal to undergo testing or testing positive for illegal drugs will result in withdrawal of the tentative job offer and a six-month denial of employment with DLA from the date of the drug test. Employees in drug testing designated positions are subject to random drug testing.

The DLA drug testing panel tests for the following substances: marijuana, cocaine, opiates, heroin, phencyclidine, amphetamines, methamphetamines, fentanyl, norfentanyl, methylenedioxymethamphetamine (MDMA), methylenedioxyamphetamine (MDA), and opioids.

ADVISORY: Use of cannabidiol (CBD) products may result in a positive drug test for marijuana. DLA employees are subject to Federal law and under Federal law, Marijuana is a Schedule I drug and is illegal.