Posted 5 days ago
Secret
Unspecified
Unspecified
South Korea (On-Site/Office)
Duties
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Requirements
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Conditions of employment
To qualify for a Customer Account Specialist, your resume and supporting documentation must support:
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:
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.
Expeditionary Civilian (EC) Position:
This is an Expeditionary Civilian (EC) position, and the incumbent will be designated as Emergency Essential (EE). In the event of a crisis situation, the incumbent may be required to deploy via temporary reassignment or be required to stay in place to support contingency operations. The incumbent may be required to take part in readiness exercises. This position cannot be vacated during a national emergency or mobilization without seriously impairing the capability of the organization to function effectively; therefore, the position requires the incumbent to be screened from military recall. Military Reservists selected for an EC position must arrange for removal from the reserve component prior to appointment to an EC position. This requirement must be met prior to placement in an EC position. Positions identified as EE are subject to deployment to combat support situations. Deployment will be via Temporary Duty (TDY) orders. Deployment may entitle the employee to additional monetary compensation dependent upon the deployment location. Additional allocations are based on the Department of State's determination of a combat zone.
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
ADDITIONAL OVERSEAS INFORMATION:
For an explanation of the overseas entitlements, please review the information in the following link:
http://www.dla.mil/Careers/Programs/overseas.aspx
U.S. citizens overseas under ordinarily resident status are not eligible for appointment under the Status of Forces Agreement. Ordinarily Resident is defined as a U.S. citizen who is locally resident; and, has legal, permanent resident status within the host country; and, is subject to host country employment and tax laws.
Pay Retention will be extended to an eligible employee who applies through a formal recruitment program and is selected for a position at an overseas location. https://www.esd.whs.mil/Portals/54/Documents/DD/issuances/140025/140025-V536p.PDF?ver=2020-03-30-140046-310
Cost of Living Allowance may be authorized upon determination of eligibility. Please review the following link for additional information: https://www.opm.gov/policy-data-oversight/pay-leave/pay-systems/nonforeign-areas/ .
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 Workforce: Position requires DoD Acquisition Life Cycle Logistics, Foundational 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.
Additional guidance on writing a federal resume can be found at: USAJOBS Help Center - How do I write a resume for a federal job? The resume builder can help you create a resume using these recommendations and uses the information in your USAJOBS profile to help you get started.
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- Serves as a team member within a Customer Relationship Management (CRM) or segment support team accountable for the overall success of the customer's relationship with DLA.
- Serves as the primary customer facing point of contact for the Order Fulfillment process.
- Analyzes performance data and evaluates trends based on Key Performance Indicators (KPIs), operating metrics, and other reports to improve customer service.
- Oversees actions to resolve customer order/support problems and complaints, ensuring adequate coordination with other process areas as required.
- Ensures processes comply with laws, are well-documented, and that audit readiness impacts are built into any modified or new enterprise process solution.
- Informs customers of new and existing DLA services and capabilities and ensures they are kept abreast of changes to products they order regularly.
Requirements
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Conditions of employment
- Must be a U.S. citizen
- Tour of Duty: Set 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: Not Authorized
- Bargaining Unit Status: No
- Selectees are required to have a REAL ID or other acceptable identification documents to access certain federal facilities. See https://www.tsa.gov/real-id for more information.
- Financial Disclosure Requirement: Required
- Pre-Employment Physical: Required
- Must meet the requirements specified within USCENTCOM MOD 18 Individual Protection and Individual-Unit Deployment Policy in relation to occupying a position at an overseas/deployed location within the CENTCOM area.
- Expeditionary Civilian (EC): Emergency Essential
- Defense Acquisition Workforce position. Must complete DoD certification and other requirements. See Addtl Info.
- Subject to Overseas Rotation Agreement: Yes
- Tour Length: 36 or 24 months (Accompanied) or 12 months (Unaccompanied). (http://www.esd.whs.mil/Portals/54/Documents/DD/issuances/140025/140025v1230.pdf)
- You will be a Mission Essential employee. This requires you to work during an emergency to ensure continuation of essential functions. You may be required to work at the designated duty location, a telework site, or an alternate location/facility.
To qualify for a Customer Account Specialist, your resume and supporting documentation must support:
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:
- Experience as the primary point of contact for Order Fulfillment, identifying customer needs, coordinating resolution of customer orders, and solving support problems.
- Implementing guidance for policies, practices, and procedures developed to resolve recurring problems and/or improve customer service.
- Conducting detailed program reviews for evaluating, advising and improving customer service/support programs reviews related to Enterprise Business Systems (EBS) problems and customer issues.
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.
Expeditionary Civilian (EC) Position:
This is an Expeditionary Civilian (EC) position, and the incumbent will be designated as Emergency Essential (EE). In the event of a crisis situation, the incumbent may be required to deploy via temporary reassignment or be required to stay in place to support contingency operations. The incumbent may be required to take part in readiness exercises. This position cannot be vacated during a national emergency or mobilization without seriously impairing the capability of the organization to function effectively; therefore, the position requires the incumbent to be screened from military recall. Military Reservists selected for an EC position must arrange for removal from the reserve component prior to appointment to an EC position. This requirement must be met prior to placement in an EC position. Positions identified as EE are subject to deployment to combat support situations. Deployment will be via Temporary Duty (TDY) orders. Deployment may entitle the employee to additional monetary compensation dependent upon the deployment location. Additional allocations are based on the Department of State's determination of a combat zone.
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
ADDITIONAL OVERSEAS INFORMATION:
For an explanation of the overseas entitlements, please review the information in the following link:
http://www.dla.mil/Careers/Programs/overseas.aspx
U.S. citizens overseas under ordinarily resident status are not eligible for appointment under the Status of Forces Agreement. Ordinarily Resident is defined as a U.S. citizen who is locally resident; and, has legal, permanent resident status within the host country; and, is subject to host country employment and tax laws.
Pay Retention will be extended to an eligible employee who applies through a formal recruitment program and is selected for a position at an overseas location. https://www.esd.whs.mil/Portals/54/Documents/DD/issuances/140025/140025-V536p.PDF?ver=2020-03-30-140046-310
Cost of Living Allowance may be authorized upon determination of eligibility. Please review the following link for additional information: https://www.opm.gov/policy-data-oversight/pay-leave/pay-systems/nonforeign-areas/ .
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 Workforce: Position requires DoD Acquisition Life Cycle Logistics, Foundational 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.
Additional guidance on writing a federal resume can be found at: USAJOBS Help Center - How do I write a resume for a federal job? The resume builder can help you create a resume using these recommendations and uses the information in your USAJOBS profile to help you get started.
group id: DODAF
