Customer Account Specialist

Duties

• Work as a senior team member within a Customer Relationship Management (CRM) Cell or Segment Support team.
• Serve as the primary customer-facing point of contact for the entire Order Fulfillment process.
• Act as a customer advocate and liaison between DLA, supported military services, and other federal agencies to identify needs, resolve issues, and ensure satisfaction.
• Monitor the performance of vendors to ensure timely delivery of materials, collaborating with vendors and acquisition personnel to resolve complex logistical or quality issues.
• Work across DLA directorates and with external partners to resolve the status of critical items, expedite emergency orders, and troubleshoot complex issues related to billing, delivery, and returns.
• Actively participate in customer outreach initiatives to assess satisfaction, gather new requirements, and inform customers of new DLA capabilities and ordering procedures.

Requirements

Conditions of employment

• Must be a U.S. citizen
• Tour of Duty: Flexible (https://www.dla.mil/Careers/Join-Our-Team/Benefits/#Work
• 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.
• Acquisition Workforce Position NON- CAP: Defense Acquisition Workforce position. Must complete DoD certification and other requirements. See Addtl Info.

Qualifications

To qualify for a Customer Account 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-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. 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:

GS-11

• Conducting program reviews to evaluate and improve customer support programs.
• Making business recommendations based on information in reports and metrics.
• Providing advice to customers and other personnel regarding new/revised policies, practices, and procedures.
• Recommending improvements to customer service programs.

GS-12

• Handling emergency customer orders and projecting customer requirements.- Resolving complex issues related to customer billing and collection; and developing corrective measures.
• Establishing criteria to measure organizational goals.
• Accomplishing studies and rendering techniques to quantify results.
• Building customer relationships to improve customer service/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 educationin lieu of specialized experience, you must possess:GS-11

• Ph.D. or equivalent doctoral degree, or three (3) years of progressively higher level graduate education leading to a PhD or equivalent Doctorate degree, or LL.M, if related. Such education must be from an accredited college or university, and must demonstrate the knowledge, skills and abilities to do the work. TRANSCRIPTS MUST BE SUBMITTED.

GS-12

• Education may not be used in lieu of specialized experience for this grade level.

C. Combination: Combinations of successfully completed post-high school education and experience may be used to meet total qualification requirements for the GS-11 grade level ONLY, 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

Substitution of education may not be used in lieu of specialized experience for the GS-12 grade level.

Are you using your education to qualify for the GS-11 grade level? 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

As required by 5 C.F.R. § 302.106, DLA will provide Section 508 conformant ICT to employees with disabilities. All ICT interfaces with the public related to vacancy announcements and career transition opportunities must conform to the applicable requirements in the current ICT Standards and Guidelines (36 C.F.R. § 1194).

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

For Important General Applicant Information and Definitions go to:

Reemployed Annuitants: This position does not meet criteria for appointment of Reemployed Annuitants. The DoD criteria for hiring Reemployed Annuitants can be found at:

Information for Veterans is available at: . 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. A negative drug test result must be received by HR within 30 calendar days after the EOD (i.e., start date). The selectee's inability successfully pass; or refusal to conduct the test may result in: 1) the tentative or FJO being withdrawn during the recruitment process; or 2) subsequently being removed from Federal service for failure to meet a condition of employment. You may be required to sign a "Drug Test Statement of Understanding" if you are selected for this position.

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 illegal.

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