Job summary

See below for important information regarding this job.

Major duties

Serves as Chief of the Customer Facing Division, responsible for a wide variety of customer support functions. Represents the Directorate as a customer advocate and a liaison with DLA personnel in forecasting anticipated customer requirements. Works with Supervisors in the Division to ensure customer requirements and service agreements are met in terms of quality of service, timeliness, and accuracy of order fulfillment and accuracy of demand forecasting. Reviews and approves the implementation of improvements to marketing strategies, customer relations, business developments and customer demand profiles. Works directly with the Supplier Facing Division Chiefs to ensure adequate support is available to resolve customer discrepancies and emergency requests and ensure customer requirements for good and services are executed. Reviews all Key Performance Indicators (KPIs) and metrics pertaining to Customer Relationship Management(CRM) cells, demand planning, supply chain management and Enterprise Business Systems. Develops and foster command engagement plans, policies, training, exercises, and programs while providing procedural guidance throughout the division, and collaborates with other Area Offices...CONT Division Chiefs, and Supplier Operations leaders in the development of intra-division unit policies, procedures, plans, and programs.

Qualification

To qualify for a Supervisory Customer Operations Division Chief, 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 that is typically in or related to the position to be filled. To qualify at the GS-14 level, applicants must possess one year of specialized experience equivalent to the GS-13 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 working on a team which has an impact on the planning, research and development, production, testing, and delivery of commodities, equipment, services, and programs for a global customer base. Provides assignments, guidance to, and appraises work of subordinate personnel. Applies laws, regulations, policies, and procedures in supply and demand planning, order fulfillment quality assurance, and inventory management. Evaluates trends and conditions in order to assess a technical/quality program. Supervises, manages, coaches, guides, and directs the work of subordinate supervisors and non-supervisory personnel within the Division to ensure the efficient/effective accomplishment of assigned functions. 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.

Evaluations

The assessments for this job will measure the following Competencies: Program Planning, Review and Evaluation Integrated Logistics Support (LS) Planning Policy Coordination Customer Operations and Requirements Supervisory Competencies: Accountability Conflict Management Customer Service Developing Others Flexibility Influencing/Negotiating Interpersonal Skills Problem Solving Resilience Strategic Thinking Once the application process is complete, a review of your resume and supporting documentation may be completed and compared against your responses to the assessment questionnaire to determine if you are qualified for this job. The rating you receive is based on your responses to the assessment questionnaire and USA Hire assessments. The score is a measure of the degree to which your background matches the competencies required for this position. If your resume and/or supporting documentation is reviewed and a determination is made that you have inflated your qualifications and or experience, you may lose consideration for this position. Please follow all instructions carefully. Errors or omissions may affect your rating.