Customer Logistics Site Specialist

About the role

Serve as the primary customer facing point of contact for resolving emergency requests, maintaining customer data, and initiating calls to customers.

Responsibilities

• Serve as 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.
• Recommend 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.
• Monitor and enhance customer relationships by participating in customer outreach initiatives to assess customer satisfaction and inform customers of new DLA capabilities.

Requirements

• U.S. citizenship required
• Tour of Duty: Flexible
• Security Requirements: Non-Critical Sensitive
• Appointment subject to 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
• Bargaining Unit Status: No
• Selectees required to have REAL ID or other acceptable identification to access certain federal facilities
• Mission Essential employee – required to work during emergencies to ensure continuation of essential functions
• Defense Acquisition Workforce position – must complete DoD certification and other requirements

Qualifications

To qualify for a Customer Logistics Site Specialist 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.

Creditable specialized experience includes:

• 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 and other organizations. You will receive credit for all qualifying experience, including volunteer experience.

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

Additional information

• Position requires DoD Acquisition Life Cycle Logistics (L) / LCL, Foundational acquisition certification within required timeframes
• Selectee must achieve 80 hours of Continuous Learning Points (CLPs) every 2 years
• Military retirees seeking to enter federal service in the Department of Defense require a waiver if appointed within 180 days following their official date of retirement
• DLA conducts pre-employment, reasonable suspicion, post-accident, and random drug testing. Tentatively selected applicants will undergo urinalysis for illegal drug use prior to appointment. Refusal or positive test will result in withdrawal of the job offer and a six-month denial of employment
• 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
• The DLA drug testing panel tests for: 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 test for marijuana

This response is AI-generated, for reference only.