See below for important information regarding this job.
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. To qualify at the GS-11 level, applicants must possess one year of specialized experience equivalent to the GS-09 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: GS-11: Implementing customer-focused supply solutions to a broad group of customers. Developing action plans that address root causes of widespread problems. Utilizing Microsoft and other computer systems to support the customer order fulfillment process GS-12: 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 related to Enterprise Business Systems (EBS), ServiceNow, Government Invoicing and various other customer issues. Using Excel and Qlik® database system or other data warehousing and reporting applications. B. Education Substitution: Such education must demonstrate the knowledge, skills, and abilities necessary to do the work. Education must be from a college or university accredited by an organization approved by the U.S. Department of Education. See http://ope.ed.gov/accreditation/Search.aspx. If using education to meet basic qualifications, YOU MUST SUBMIT A TRANSCRIPT as supplemental documentation. To qualify based on education in lieu of specialized experience, you must possess: GS-11: Ph.D. or equivalent doctoral degree or 3 full years of progressively higher-level graduate education leading to such a degree or LL.M., if related. C. Combination: Combinations of successfully completed post-high school education and experience may be used to meet total qualification requirements for grade level GS-11 and may be computed by first determining the applicant's total qualifying experience as a percentage of the experience required for the grade level; then determining the applicant's education as a percentage of the education required for the grade level; and then adding the two percentages. The total percentages must equal at least 100 percent to qualify an applicant for that grade level. Only graduate education in excess of the amount required for the next lower grade level may be used to qualify applicants for positions at grade GS-11. 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.
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 requirements and required financial data to ensure prompt collection using Government Invoicing.
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.
Engages with non-DOD organizations to promote DLA Energy capabilities and Government Invoicing requirements.