Customer Account Specialist

About the role

Serves as the primary customer-facing point of contact for the Order Fulfillment process, working with customers to identify needs, manually process orders, resolve billing issues, and coordinate the timely resolution of problems. Acts as a customer advocate and liaison with Defense Logistics Agency (DLA) personnel, providing customers with a dedicated champion to resolve issues encountered while using the Enterprise External Business Portal (EEBP).

Responsibilities

• Develops and documents customer purchase agreements for non-DOD customers, including sales pricing conditions, delivery locations, and billing addresses, ensuring compliance and audibility.
• Provides guidance, coaching, and oversight to subordinate Customer Account Specialists, ensuring that workflow items are addressed and that failed transactions (IDoc errors) are investigated and resolved.
• Analyzes customer service performance by evaluating Key Performance Indicators (KPIs), operating metrics, and other reports to identify trends, recommend operational changes, and improve overall customer satisfaction.
• Owns and maintains the accuracy of customer master data for the designated CRM Cell and ensures that team members have access to current policies, procedures, and reference materials.
• Coordinates with internal DLA teams, including Procurement, Finance, and Planning, to resolve complex customer issues related to order sourcing, billing, and discrepancies in receipts or payments.
• Utilizes Customer Relationship Management (CRM) or Enterprise Resource Planning (ERP) systems (such as SAP, EBS, or similar platforms) to manage customer data, analyze transactions, and troubleshoot system-related processing errors (e.g., IDocs).

Requirements

• Must be a U.S. citizen.
• Appointment is subject to the completion of a favorable suitability or fitness determination; 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.
• Selectees are required to have a REAL ID or other acceptable identification documents to access certain federal facilities.
• Defense Acquisition Workforce position. Must complete DoD certification and other requirements, including DoD Acquisition Life Cycle Logistics, Foundational certification within required timeframes. Selectee must also achieve 80 hours of Continuous Learning Points (CLPs) every 2 years.
• Position requires a National Security Clearance (NCS) Secret.

Qualifications

To qualify for a Customer Account Specialist, your resume and supporting documentation must support:

• 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-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.
• Creditable specialized experience includes:
  • Experience managing customer accounts and resolving a variety of issues related to order fulfillment, such as processing sales orders, correcting billing errors, and tracking order status from initiation to completion.
  • Experience analyzing customer service data and operational metrics to identify performance trends, report on findings, and recommend process improvements to enhance customer satisfaction and operational efficiency.
  • Experience providing guidance and support to other team members on customer service policies and procedures and coordinating with other departments (such as procurement or finance) to resolve complex customer inquiries and support issues.
• 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).

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

Benefits

A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding.

Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time, or intermittent.

Additional Information

• This position does not meet criteria for appointment of Reemployed Annuitants.
• 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.
• 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. Use of cannabidiol (CBD) products may result in a positive drug test for marijuana.