See below for important information regarding this job.
To qualify for a Lead 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: Provide oversight and guidance to a team responsible for order fulfillment, demand planning, or marketing techniques. Conduct detailed program reviews for evaluating, advising and improving customer service/support programs. Provide guidance to the Order Fulfillment process including defense distribution systems and other webbased ordering applications. Conduct briefs to internal and external customers to address, identify and clarify their requirements as requested. Disperse guidance for new/revised policies, practices and procedures developed to resolve recurring problems and/or improve the quality of customer service. B. Education Substitution: Applicants may not qualify for this position base on education in lieu of specialized experience. 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 lead member within a Customer Relationship Management (CRM) Cell or Segment support team (training, overseeing workload and briefing internal/external customers).
Serves as the primary customer facing point of contact for the Order Fulfillment process.
Works with the customer account specialists in identifying their needs, solving or coordinating timely resolution of customer orders/support problems.
Serves as an active participant in customer outreach initiatives to assess customer satisfaction and inform customers of new DLA capabilities.
Works through organizational groups to resolve the status of an item and provide emergency customer support.