Customer Account Specialist with Security Clearance

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Job description

Duties Serves as the primary customer facing point of contact for the Order Fulfillment process. Responsibilities Works as a senior team member within DLA Energy Customer Support Division a DLA Energy Customer Support Division Customer Relationship Management (CRM) Cell or Segment Support team. Primary customer facing point of contact for the Order Fulfillment process. Customer Groups include Intermediaries, Federal Agencies, DoD, Air Force Petroleum Office, Army Petroleum Center, Naval Petroleum Office and other authorized customers. Works with customers to identify their needs, manually process sales or credit orders. Works with Procurement to ensure the sales orders are sourced correctly, resolves billing issues, and solves or coordinates the timely resolution of problems. Provides the customer with a champion to resolve customer issues encountered while using the Enterprise- External Business Portal (EEBP). Active participant in customer outreach initiatives to assess customer satisfaction. Works with the customer and Region CAS to clear remaining open balances from sales orders that have been received in order to release committed funds on purchase requisitions (PR) and obligated funds on delivery orders (DO). Monitors related Help Desk tickets and reports status to team members, management, and the customer. Coordinates with DLA Energy Planning to evaluate existing and potential customer requirements. Provides detailed implementation guidance for new/revised policies, practices and procedures developed to resolve recurring problems and/or improve customer service. Maintains program and administrative reference materials, project files and relevant background documents and makes available policies, procedures and written instructions. Provides guidance and coaching to subordinate Customer Account Specialists within the CRM Cell. Represents the organization and conveys the team's findings and recommendations in meetings and dealings with other PLFAs, program officials, and customers. Researches, learns, and applies a wide range of qualitative and/or quantitative methods to identify, assess, analyze, and resolve system-related processing issues. Oversees actions to resolve customer order/support problems and complaints and ensures coordination with other process areas. Audit readiness requirements, customer interaction, and pricing nuances at all points of sale including Customer Direct vendor deliveries, sales from (EEBP), cont cont. Defense Fuel Support Points (DFSPs), DLA Card Programs, and manually created sales transactions in EBS. Requirements Conditions of Employment Must be a U.S. citizen Tour of Duty: Set Schedule - 1st Shift Security Requirements: Non-Critical Sensitive with Secret Access 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 Defense Acquisition Workforce position. Must complete DoD certification and other requirements. See Addtl Info. 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 particular 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: Experience with audit readiness requirements, customer interaction, and pricing nuances at all points of sale. Requires substantial knowledge of, and skill and ability to apply and adapt analytical and evaluative methods in performing customer support studies. Knowledge of marketing principles and demand planning techniques, as well as of supplier capabilities, is needed in order to support the analysis of customer requirements. Knowledge of the major programs, issues, operations, and processes associated with all Customer Operations functional responsibilities. 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 ADDITIONAL OVERSEAS INFORMATION: For an explanation of the overseas entitlements, please review the information in the following link: U.S. citizens overseas under ordinarily resident status are not eligible for appointment under the Status of Forces Agreement. Ordinarily Resident is defined as a U.S. citizen who is locally resident; and, has legal, permanent resident status within the host country; and, is subject to host country employment and tax laws. Pay Retention will be extended to an eligible employee who applies through a formal recruitment program and is selected for a position at an overseas location. Cost of Living Allowance may be authorized upon determination of eligibility. Please review the following link for additional information: . HAWAII INFORMATION: It is highly recommended that research be done about the cost of living in Hawaii prior to applying. For information about the cost of living and many other important items to consider visit: . 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:The Defense Logistics Agency (DLA) has established a Drug-Free Federal Workplace Policy. All applicants tentatively selected for DLA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with DLA for a period of six months. This policy extends to random testing for the use of illegal drugs by employees who occupy testing designated positions defined as sensitive in Section 7(d) of Executive Order 12564. The Defense Logistics Agency's Drug Free Workplace Plan's drug testing panel includes testing for the following illegal substances: marijuana, cocaine, opiates (codeine/morphine), 6-Acetylmorphine (heroin), phencyclidine, amphetamines (amphetamine/methamphetamine), methylenedioxymethamphetamine (MDMA), methylenedioxyamphetamine (MDA), oxycodone, oxymorphone, hydrocodone, and hydromorphone. ADVISORY: By using cannabidiol (CBD) products you are risking a positive drug test result for marijuana. Benefits Help 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 window Learn more about federal benefits . Review our benefits 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. How You Will Be Evaluated You will be evaluated for this job based on how well you meet the qualifications above. The assessments for this job will measure the following Competencies: Order Fulfillment System and Capability Improvements Process Improvement Customer Service Oral and Written Communications 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. Benefits Help A career with the U.S. government provides emplo

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