Customer Logistics Site Specialist

Duties
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• 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.

Requirements
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Conditions of employment

• Must be a U.S. citizen
• Tour of Duty: Flexible
• 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: Yes
• 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.
• Defense Acquisition Workforce position. Must complete DoD certification and other requirements. See Addtl Info.
• Mobility Agreement: In addition to the TDY requirement stated above, this position may require a permanent change in duty station (PCS) within CONUS as directed. See Addtl Info.

Qualifications

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.

Education

Are you using your education to qualify? You MUST provide transcripts or other documentation to support your educational claims. Unless otherwise stated: Unofficial transcripts are acceptable at time of application.

GRADUATE EDUCATION: One academic year of graduate education is considered to be the number of credits hours that your graduate school has determined to represent one academic year of full-time study. Such study may have been performed on a full-time or part-time basis. If you cannot obtain your graduate school's definition of one year of graduate study, 18 semester hours (or 27 quarter hours) should be considered as satisfying the requirement for one year of full-time graduate study.

FOREIGN EDUCATION: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show that the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university.

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

Position is a DoD Critical Acquisition 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 and sign a written agreement to remain in Federal service in the position for at least three years. Click here for more details and Resources .

Mobility Agreement: In addition to the TDY requirement stated above, this position may require a permanent change in duty station (PCS) within CONUS as directed. A signed mobility agreement to accept directed temporary duty travel or permanent change in duty station is required. Failure to comply with the singed agreement may result in personnel separation in accordance with appropriate U.S. Office of Personnel Management regulations, or may adversely affect care development opportunities.

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.

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