Summary See below for important information regarding this job. Responsibilities Serves as the primary customer facing point of contact for resolving emergency requests, maintaining customer data, and initiating calls to customers. Primary point of contact for all policies and procedures relating to strategy, planning, and customer service for assigned customers. Resolve and/or coordinate the resolution of customer orders or support problems, and develop customer service improvements. Recommends policy, procedures, and regulatory standards for processing customer orders. Provide guidance and direction regarding regulations, policies, and procedures as they apply to electronic transactions and other automated systems. Monitors and enhances customer relationships by participating in customer outreach initiatives to assess customer satisfaction and inform customers of new DLA capabilities. Requirements Conditions of Employment Qualifications To qualify for a Customer Logistics Site Specialist, your resume and supporting documentation must include: A. Specialized Experience: One year of specialized experience that equipped you with the particular competencies to successfully perform the duties of the position, and that is typically in or related to this position to be filled. 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-12: Receive and validate customer Sales Orders and manage unfilled orders. Recommend procedures and regulatory standards for processing customer orders. Monitor the status of open orders, and receive/process order cancellations, status updates, and modifications, to ensure actions are being worked and finalized. Monitor the effectiveness of collaboration efforts with customers to ensure they are providing the desired effect on customer satisfaction and relationship management. Provide solutions and authorize customer requests, such as price matching, crediting difference on accounts, and initiating corrective resolution of shipment problems. Provide guidance regarding regulations, policies, and procedures as they apply to electronic transactions and other automated systems. Analyze system and customer feedback to determine/measure the status of customer satisfaction. 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 As required by 5 C.F.R. § 302.106, DLA will provide Section 508 conformant ICT to employees with disabilities. All ICT interfaces with the public related to vacancy announcements and career transition opportunities must conform to the applicable requirements in the current ICT Standards and Guidelines (36 C.F.R. § 1194). 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 Position requires DoD Acquisition Life Cycle Logistics (L) / LCL, Foundational acquisition 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. A negative drug test result must be received by HR within 30 calendar days after the EOD (i.e., start date). The selectee's inability successfully pass; or refusal to conduct the test may result in: 1) the tentative or FJO being withdrawn during the recruitment process; or 2) subsequently being removed from Federal service for failure to meet a condition of employment. You may be required to sign a "Drug Test Statement of Understanding" if you are selected for this position. 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 illegal. Additional guidance on writing a federal resume can be found at: USAJOBS Help Center - How do I write a resume for a federal job? 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