Customer Account Specialist

Summary

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Duties

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• 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.

Requirements

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Conditions of employment

• Must be a U.S. citizen
• Tour of Duty: Set Schedule
• Security Requirements: NCS Secret
• 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 for more information.
• Defense Acquisition Workforce position. Must complete DoD certification and other requirements. See Addtl Info.
• Position requires DoD Acquisition Life Cycle Logistics, Foundational certification within required timeframes. Selectee must also achieve 80 hours of Continuous Learning Points (CLPs) every 2-years.
• See for more details

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 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.

Education

Substitution of education may not be used in lieu of specialized experience for this grade level.

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).

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 .

Additional guidance on writing a federal resume can be found at: USAJOBS Help Center - How do I write a resume for a federal job? The resume builder can help you create a resume using these recommendations and uses the information in your USAJOBS profile to help you get started.

Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.

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A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.

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Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.