Summary See below for important information regarding this job. This position may be filled at the GS-11 or GS-12 grade levels. The annual salary ranges (Steps 01-10) for each grade level are listed below. GS-11: $82,289 - $106,982 GS-12: $98,630 - $128,221 Responsibilities Serves as the senior Customer Account Specialist within their team, accountable for customer master data for designated CRM Cell. Coordinates high impacting changes to the Customer Master file with the CRM Cell Lead and the Finance, Planning, and Process Management teams. Informs customers of new and existing DLA services and capabilities and ensures they are kept abreast of changes to products that they order on a regular basis. Provides advice and guidance to customers and CRM Cell, Support Team, and applicable Integrated Supplier Team (IST) personnel. Oversees actions to resolve customer order/support problems and complaints, and ensures adequate coordination with other process areas and with other CRM Cells and Support Teams, as required. Provides customer assistance in entering and processing sales orders, through Web Based Ordering system (i.e. EEBP, DOD EMALL etc.) or with any other issues to include obtaining report on behalf of the customer. Intervenes in situations in which the subordinate Customer Account Specialists cannot provide satisfactory resolution to complex customer issues. Requirements Conditions of Employment Qualifications To qualify for a Customer Account 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-11 level, applicants must possess one year of specialized experience equivalent to the GS-09 level or equivalent under other pay systems in the Federal service, military, or private sector. 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: GS-11 Utilizing EBS applications related to Order Fulfillment to complete a variety of tasks. Applying and adapting analytical and evaluative methods in performing customer support studies. Supporting the analysis of customer requirements and the organization's ability to meet them. Assisting with planning and scheduling studies to identify ways to improve work operations and customer satisfaction. GS-12 Utilizing EBS applications related to Order Fulfillment to complete a variety of complex tasks. Applying and adapting analytical and evaluative methods in performing customer support studies. Supporting the analysis of customer requirements and the organization's ability to meet them. Planning, scheduling, and conducting studies to identify and recommend ways to improve work operations and customer satisfaction. Demonstrating a thorough understanding of marketing principles, demand planning techniques, and supplier capabilities. B. Education Substitution: Such education must demonstrate the knowledge, skills, and abilities necessary to do the work. Education must be from a college or university accredited by an organization approved by the U.S. Department of Education. See http://ope.ed.gov/accreditation/Search.aspx. If using education to meet basic qualifications, YOU MUST SUBMIT A TRANSCRIPT as supplemental documentation. To qualify based on education in lieu of specialized experience, you must possess: GS-11 Ph.D. or equivalent doctoral degree, or three (3) years of progressively higher level graduate education leading to a PhD or equivalent Doctorate degree, or LL.M, if related. Such education must be from an accredited college or university, and must demonstrate the knowledge, skills and abilities to do the work. GS-12 Education may not be used in lieu of specialized experience for this grade level. C. Combination: Combinations of successfully completed post-high school education and experience may be used to meet total qualification requirements for the GS-11 grade level only and may be computed by first determining the applicant's total qualifying experience as a percentage of the experience required for the grade level; then determining the applicant's education as a percentage of the education required for the grade level; and then adding the two percentages. The total percentages must equal at least 100 percent to qualify an applicant for that grade level. Only graduate education in excess of the amount required for the next lower grade level may be used to qualify applicants for positions at grade GS-11. 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 Are you using your education to qualify? Substitution of education may not be used in lieu of specialized experience for the GS-12 grade level. You MUST provide transcripts or other documentation to support your educational claims. Unless otherwise stated: Unofficial transcripts are acceptable at time of application. GRADUATE EDUCATION: One academic year of graduate education is considered to be the number of credits hours that your graduate school has determined to represent one academic year of full-time study. Such study may have been performed on a full-time or part-time basis. If you cannot obtain your graduate school's definition of one year of graduate study, 18 semester hours (or 27 quarter hours) should be considered as satisfying the requirement for one year of full-time graduate study. FOREIGN EDUCATION: If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show that the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university. Additional Information For Important General Applicant Information and Definitions go to: http://www.dla.mil/portals/104/documents/careers/GenAppInfoDef.pdf Reemployed Annuitants: This position does not meet criteria for appointment of Reemployed Annuitants. The DoD criteria for hiring Reemployed Annuitants can be found at: https://www.esd.whs.mil/Portals/54/Documents/DD/issuances/140025/140025_vol300.PDF Defense Acquisition Workforce: Position requires DoD Acquisition Life Cycle Logistics (L/LCL), Foundational level certification within required timeframes. Selectee must also achieve 80 hours of Continuous Learning Points (CLPs) every 2-years. Click here for more details and Resources. Information for Veterans is available at: https://www.dla.mil/Careers/Programs/. As of 23 December 2016, Military retirees seeking to enter federal service in the Department of Defense now require a waiver if they would be appointed within 180 days following their official date of retirement. Drug-Free Workplace Policy The Defense Logistics Agency (DLA) is committed to maintaining a safe, drug-free workplace. All DLA employees are required to refrain from illegal drug use on and off duty. DLA conducts pre-employment, reasonable suspicion, post-accident, and random drug testing. Applicants tentatively selected for employment in testing designated positions will undergo a urinalysis to screen for illegal drug use prior to appointment. Refusal to undergo testing or testing positive for illegal drugs will result in withdrawal of the tentative job offer and a six-month denial of employment with DLA from the date of the drug test. Employees in drug testing designated positions are subject to random drug testing. The DLA drug testing panel tests for the following substances: marijuana, cocaine, opiates, heroin, phencyclidine, amphetamines, methamphetamines, fentanyl, norfentanyl, methylenedioxymethamphetamine (MDMA), methylenedioxyamphetamine (MDA), and opioids. ADVISORY: Use of cannabidiol (CBD) products may result in a positive drug test for marijuana. DLA employees are subject to Federal law and under Federal law, Marijuana is a Schedule I drug and is illegal. 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