Customer Account Specialist

Telework Eligible

Yes

Major Duties

• Informs customers of new and existing DLA services and capabilities; ensures customers are kept abreast of changes to products that they order on a regular basis.
• Provides detailed implementation guidance for new/revised policies, practices, and procedures developed to resolve recurring problems and/or improve customer service.
• Provides customer assistance in entering and processing sales orders, through Web Based Ordering system.
• Expedites the resolution of customer problems, based on knowledge of material, vendor, and finance master data records within EBS.
• Evaluates and addresses performance trends based on analysis of Key Performance Indicators (KPIs), operating metrics, and other reports.
• Conducts detailed program reviews that involve evaluating, advising on, and improving the effectiveness of a broad range of customer service/support programs.
• Conducts site-reviews to evaluate the effectiveness and efficiency of new business development and customer service initiatives.

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 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: Works directly with customers to address, identify, clarify, and meet their needs. Evaluates and addresses performance trends based on analysis of Key Performance Indicators (KPIs), operating metrics, and other reports. Prepares briefing materials and detailed written reports containing finds, statistical data, and recommendations. Analyzes processes and programs to ensure continuous process improvement. 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.