Customer Account Specialist
- Location:
- California, Seal Beach
- Requires Relocation:
- No
- Start Date:
- 07/11/2024
- End Date:
- 24/11/2024
- Offering Type:
- Permanent
- Hiring Paths:
- Career transition (CTAP, ICTAP, RPL) Individuals with disabilities Internal to an agency - appears on USAJOBS Military spouses Veterans
- Service Type:
- Competitive
- Travel Percentage:
- Not required
About Defense Logistics Agency
America’s Combat Logistics Support Agency: The Defense Logistics Agency (DLA) is a U.S. Department of Defense (DoD) agency. DLA provides worldwide logistics support for the missions of the Military Departments and the Unified Combatant Commands under conditions of peace and war. It also provides logistics support to other DoD Components and certain Federal agencies, foreign governments, international organizations, and others as authorized.
Job summary
See below for important information regarding this job.
Major duties
Serves as the primary customer facing point of contact for the Order Fulfillment process. Works with the Customer Service Management (CSM) Cell Lead to develop customer service improvements and associated implementing guidance. Works with the customer to capture the fuel requirement and translate it into executable language for contracting to source the fuel. Serves as an active participant in customer outreach initiatives to assess customer satisfaction and inform customers of new DLA Energy capabilities. Works with internal and external organizations to resolve customer issues and develop solutions for new fuel requirements or emergency customer support.
Qualification
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 that is typically in or related to the position to be filled. 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: Identifying and coordinating order fulfillment, customer needs, 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 various other 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.
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: Order Fulfillment Customer Service Problem Solving Oral Communication 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. 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.