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: 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. Major Duties:

• 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.