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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: Experience developing and evaluating performance metrics, satisfaction surveys, service levels to improve operational efficiency and customer satisfaction. Experience analyzing large-scale customer service operations, identifying root causes of service disruptions, and collaboration with internal and external stakeholders. Experience supervising or leading a customer support or CRM team in logistics or supply chain environment, including resolving escalated service issues and coordinating improvements across business 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.
Supervises Customer Relationship Management (CRM) Cell personnel in resolving customer support issues, coordinating customer service improvements, and serving as a liaison between DLA and customer.
Develops and implements service improvement plans, analyzes Key Performance Indicators (KPIs), and monitors demand trends to enhance customer satisfaction and logistics outcomes.
Reviews and approves subordinate recommendations for marketing strategies, customer value-added services, and supply chain management enhancements.
Oversee development of Service Level Agreements (SLAs) and Performance-Based Agreements (PBAs) in collaboration with Customer Account Managers and other stakeholders.
Coordinates with CRM stakeholders and external divisions, such as Integrated Supplier Teams and Supplier Support Divisions, to address service disruptions and complex support needs.
Analyzes customer feedback, service disruptions, and CRM data to identify trends, develop action plans, and support continuous improvement of customer support operations.