Customer Account Specialist

Telework Eligible

Yes

Major Duties

• Serves as the primary customer-facing point of contact for the Order Fulfillment process, working with customers to identify needs, manually process orders, resolve billing issues, and coordinate the timely resolution of problems.
• Acts as a customer advocate and liaison with Defense Logistics Agency (DLA) personnel, providing customers with a dedicated champion to resolve issues encountered while using the Enterprise External Business Portal (EEBP).
• Develops and documents customer purchase agreements for non-DOD customers, including sales pricing conditions, delivery locations, and billing addresses, ensuring compliance and audibility.
• Provides guidance, coaching, and oversight to subordinate Customer Account Specialists, ensuring that workflow items are addressed and that failed transactions (IDoc errors) are investigated and resolved.
• Analyzes customer service performance by evaluating Key Performance Indicators (KPIs), operating metrics, and other reports to identify trends, recommend operational changes, and improve overall customer satisfaction.
• Owns and maintains the accuracy of customer master data for the designated CRM Cell and ensures that team members have access to current policies, procedures, and reference materials.
• Coordinates with internal DLA teams, including Procurement, Finance, and Planning, to resolve complex customer issues related to order sourcing, billing, and discrepancies in receipts or payments.

Qualification Summary

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 competencies to successfully perform the duties of the position and is directly in or related to this position. To qualify at the GS-13 level, applicants must possess one year of specialized experience equivalent to the GS-12 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 managing customer accounts and resolving a variety of issues related to order fulfillment, such as processing sales orders, correcting billing errors, and tracking order status from initiation to completion. Experience utilizing Customer Relationship Management (CRM) or Enterprise Resource Planning (ERP) system (such as SAP, EBS, or similar platforms) to manage customer data, analyze transactions, and troubleshoot system-related processing errors (e.g., IDocs). Experience analyzing customer service data and operational metrics to identify performance trends, report on findings, and recommend process improvements to enhance customer satisfaction and operational efficiency. Experience providing guidance and support to other team members on customer service policies and procedures and coordinating with other departments (such as procurement or finance) to resolve complex customer inquiries and support 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.

Compensation:
$108,001-$140,403 per year