Customer Account Specialist

Full Job Description

See below for important information regarding this job. 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-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: Providing customer account support for order fulfillment, supply, logistics, or related operations.

Using automated systems or enterprise applications, such as EBS or similar systems, to process and resolve customer account or order-related issues.

Analyzing customer service or operational problems and recommending corrective actions or process improvements.

Coordinating with customers, internal organizations, or other stakeholders to resolve issues and support operational requirements.

Preparing reports, briefings, correspondence, charts, or other written materials to communicate findings and recommendations.

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. Major Duties:

• Serves as a senior customer account specialist responsible for managing customer relationships and supporting order fulfillment activities for assigned accounts.
• Acts as primary point of contact for customers by providing guidance on order processing, organizational capabilities, and available support resources.
• Resolves complex customer service issues involving orders, returns, delivery, billing, pricing anomalies, and system-related problems using EBS and other automated supply systems.
• Coordinates with process owners, customer account managers, planners, acquisition personnel, and other internal and external stakeholders to resolve customer support issues and improve service delivery.
• Monitors customer account activities and analyzes recurring service or operational problems to identify root causes and develop corrective actions or process improvements.
• Participates in customer outreach and support efforts to assess customer needs, improve satisfaction, and communicate service capabilities.
• Prepares reports, studies, correspondence, statistical data, charts, and briefing materials to communicate findings, support decision-making, and monitor customer service performance.