Supervisory Customer Relationship Specialist

Supervisory Customer Relationship Specialist

Help Serve as a supervisor of a customer Relationship Management (CRM) Cell or Support team within a Customer Operations Directorate. Oversee initiatives with a positive impact on increasing the volume of business and growing the customer base and develops plans to roll out improvements and innovative logistics solutions. Review and approve recommendations from subordinates regarding development and implementation of new or substantially revised marketing strategies and initiatives to enhance customer satisfaction, productivity, and overall supply chain management. Review and approves plans to roll out additional initiative / innovative logistics solutions in accordance with DLA strategic Customer Relationship Management (CRM) policy and guidance. Represent DLA to the customers, coordinate with CRM representatives and with supervisors from other CRM Cells on order processing and customer service actions impacting their assigned customers, and resolving issues escalated by subordinate teams.

Conditions of employment Must be a U.S. citizen Tour of Duty : Flexible 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 Supervisory Probation : Required Completion of Supervisory Certification Program : Required Bargaining Unit Status : No Defense Acquisition Workforce position. Must complete DoD certification and other requirements. See Addtl Info.

Qualifications 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 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 :

• Serve as a primary contact for a specific customer pertaining to the processing of orders, problem resolution, providing product information, resolving customer complaints, expediting emergency orders, maintaining customer data gathering and / or the application of statistical processes. Assist in developing plans designed to ensure effective control of product quality.
• Develop and / or implement of new or revised marketing strategies and initiatives to enhance customer satisfaction.
• Supervise, coach, guide, and / or direct the work of employees to ensure the efficient / effective accomplishment of assigned functions.

Education Substitution of education may not be used in lieu of specialized experience for this grade level.