Job summary

See below for important information regarding this job.

Major duties

Serves as Chief of the Customer Operations Division responsible for a wide variety of customer support functions. Directs Division work to ensure the overall success of the customer's relationship with DLA, including being accountable for actions of Customer Relationship Management (CRM) Cells, Support Teams, and other CRM personnel. Performs customer outreach and support functions and represents the Directorate as a customer advocate and a liaison with DLA personnel, solving or coordinating the resolution of...cont cont. customer order/support problems, and developing customer service improvements and associated implementing guidance. Customer Groups include DLA Energy Regions, DoD, Federal Agencies, Air Force Petroleum Office, Army Petroleum Center, Naval Petroleum Office and other authorized customers. Ensures 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 all Key Performance Indicators (KPIs) and metrics pertaining to customer support and demand planning and analyzes results achieved and performance trends relative to performance objectives and improvement plans. Works with supervisors to identify and plan initiatives and programs to enhance customer satisfaction, demand collaboration, productivity, customer value added service, and supply chain management in accordance with CRM policy and guidance. Works with Program Managers and the Military Services on managing special programs, as well as the requirements of customers in specific customer areas, such as Operating Forces. Reviews and approves marketing strategies developed/recommended by subordinate supervisors, in conjunction with CRM staff, to ensure compliance with overall program objectives. Reviews and approves the implementation of improvements to marketing strategies, customer relations, business development, and customer demand profiles. Develops and coordinates recommendations for improving processes, procedures, policies, and system capabilities related to customer/demand planning support and operations with CRM and Process Management activities. Coordinates with Process Management on developing the methodology for measuring the effectiveness and efficiency of proposed improvements and for quantifying results. Collaborates with other Customer Facing Division Chiefs to develop mutually agreeable solutions that address workload and priority issues escalated from subordinate CRM Cells and Support Teams. Develops and implements strategies within the Division that have potential agency-wide impact as they relate to developing supply chain management solutions, advanced marketing practices, and research and development initiatives.

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 is directly in or related to this position. To qualify at the GS-AA level, applicants must possess one year of specialized experience equivalent to the GS-BB 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: Coordinating with customers, CRM, and Order Fulfillment and Planning process areas in performing customer outreach and support, resolving customer order/support issues, generating customer demand plans, providing weapon system logistical support, reviewing performance, and developing customer service and other operational improvements. Business development and logistics solutions affecting the expansion of new business bases to military and other customers. Developing and implementing strategies that have potential agency-wide impact as they relate to developing supply chain management solutions, advanced marketing practices, and research and development initiatives. Responsible for customer support and include extensive coordination of anticipated customer requirements, analyzing/adjusting historical demand to create demand plans, and marketing services, capabilities, and products. 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: Customer Relationship Management (CRM) strategies, development, and demand profiles Customer Relationship Management (CRM) policy and guidance Oral and Written Communication 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.