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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 particular competencies to successfully perform the duties of the position and is directly in or related to this position. To qualify at the GS-13 level, applicants must possess one year of specialized experience equivalent to the GS-12 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: Supervising and directing the work of subordinates. Overseeing initiatives that have a positive impact on increasing the volume of business and growing the customer base. Analyzing influences on demand plans. Evaluating Key Performance Indicators and/or other performance measures relative to customer goals and objectives. B. Education Substitution: There is no substitution of education for this position. 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 a supervisor of the Customer Relationship Management (CRM) Cell; Reviews and approves recommendations from subordinates for overall supply chain management.
Develops the methodology for measuring the effectiveness and efficiency of proposed improvements for quantifying results.
Represents DLA to the customers, coordinating with CRM representatives (Customer Account Managers and Customer Support Representatives) and with supervisors from other CRM Cell’s.
Provides support and guidance related to order processing and customer service actions and on resolving issues escalated by subordinate teams.
Develops coordinated logistics solutions/marketing strategies for customers, coordinates and communicates as needed with CRM activities and staff located at DLA Headquarters and customer sites.
Helps ensure any applicable customer agreements are kept on track and fulfilled.