Supervisory Customer Relationship Specialist

Supervisory Customer Relationship Specialist

Serves as a supervisor of the Customer Relationship Management (CRM) Cell Section. Represents the Division as a customer advocate and liaison in solving / coordinating the resolution of customer order / support problems. Oversees initiative with a positive impact on increasing the volume of business and growing the customer base while developing plans for improvement. Reviews and approves recommendations from subordinates regarding overall supply chain management. Reviews and approves plans to roll out additional initiatives / innovative logistics solutions in accordance with policy and guidance ensuring the development of all customer ordering patterns. Collaborates with supervisors from the Supplier Operations organizations to ensure adequate support is available to resolve customer discrepancies and emergency requests. Develops coordinated logistics solutions / marketing strategies for customer, coordinates and communicates as needed with CRM activities and staff, and helps ensure customer agreements are kept on track and fulfilled.

Requirements Conditions of Employment Qualifications To qualify for a Supervisory Customer Relationship Specialist, your resume and supporting documentation must support :

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 :

• Overseeing initiatives with 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.
• Managing customer support programs.

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.

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

Additional Information This position is being filled as Term appointment not-to-exceed (NTE) 2 years. Current permanent DLA employees eligible as a Promotion, this position will be filled as a Temporary Promotion NTE 2 years and may be extended up to a total of five years or converted to a permanent promotion without further competition. Current permanent DLA employees eligible as a Reassignment / Change-to-Lower Grade, this position will be filled as a Reassignment / Change-to-Lower Grade with the intent to be limited to the time period specified in the announcement and may be reassigned at management's discretion or made permanent at any time. Upon termination / expiration of the temporary assignment, placement will be either to the gaining or previous organization in accordance with DLA policy (DLAI 1442.04) regarding placement rights after a time-limited assignment. For all others, if selected, this would be a Term / Time-Limited Appointment NTE 2 years, and not more than six years. The selected applicant will be required to sign a written agreement acknowledging the conditions of this temporary assignment / appointment and that they may be released from this position upon management discretion. Position requires DoD Acquisition Life Cycle Logistics, Advanced certification within required timeframes. Selectee must also achieve 80 hours of Continuous Learning Points (CLPs) every 2-years.