Job summary

See below for important information regarding this job.

Major duties

Serve as a supervisor of a Customer Service Management (CSM) Cell or Support team within a Customer Operations Directorate. Oversee initiatives with a positive impact on increasing the volume of business and growing the customer base and develops plans to roll out improvements and innovative logistics solutions. Review and approve recommendations from subordinates regarding development and implementation of new or substantially revised marketing strategies and initiatives to enhance customer satisfaction, productivity, and overall supply chain management. Review and approves plans to roll out additional initiative/innovative logistics solutions in accordance with DLA Strategic Customer Service Management (CSM) policy and guidance. Represent DLA to the customers, coordinate with CSM representatives and with supervisors from other CSM Cells on order processing and customer service actions impacting their assigned customers, and resolving issues escalated by subordinate teams.

Qualification

To qualify for a Supervisory Customer Relationship 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-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: Serve as a primary contact for a specific customer pertaining to the processing of orders, problem resolution, providing product information, resolving customer complaints, expediting emergency orders, maintaining customer data gathering and/or the application of statistical processes. Develop and/or implement of new or revised marketing strategies and initiatives to enhance customer satisfaction. Supervise, coach, guide, and/or direct the work of employees 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: Collaboration Skills Process Management Supervisory/Managerial Order Fulfillment Supervisory Competencies: GS-10 thru GS-12 Accountability Conflict Management Customer Service Developing Others Flexibility Influencing/Negotiating Interpersonal Skills Problem Solving Resilience 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.