Responsibilities
- Informs customers of new and existing DLA services and capabilities; ensures customers are kept abreast of changes to products that they order on a regular basis.
- Provides detailed implementation guidance for new/revised policies, practices, and procedures developed to resolve recurring problems and/or improve customer service.
- Provides customer assistance in entering and processing sales orders through a Web Based Ordering system.
- Expedites the resolution of customer problems, based on knowledge of material, vendor, and finance master data records within EBS.
- Evaluates and addresses performance trends based on analysis of Key Performance Indicators (KPIs), operating metrics, and other reports.
- Conducts detailed program reviews that involve evaluating, advising on, and improving the effectiveness of a broad range of customer service/support programs.
- Conducts site-reviews to evaluate the effectiveness and efficiency of new business development and customer service initiatives.
Requirements
- Must be a U.S. citizen.
- Tour of Duty: Set Schedule.
- Security Requirements: Non-Critical Sensitive with Secret Access.
- 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: Males born after 12‑31‑59 must be registered or exempt.
- Recruitment Incentives: Not Authorized.
- Bargaining Unit Status: No.
- Selectees are required to have a REAL ID or other acceptable identification documents to access certain federal facilities.
- Mission Essential employee status; may be required to work during an emergency to ensure continuation of essential functions.
- Subject to Overseas Rotation Agreement: Yes; Tour Length: 36 months.
- Defense Acquisition Workforce position; must complete DoD certification and other requirements.
- Additional country requirements for Germany are listed in the Qualifications section.
Qualifications
- One year of specialized experience directly related to the position, equivalent to GS‑11 level or appropriate under other pay systems.
- Experience working directly with customers to address, identify, clarify, and meet their needs.
- Experience evaluating and addressing performance trends based on analysis of KPIs, operating metrics, and other reports.
- Experience preparing briefing materials and detailed written reports containing findings, statistical data, and recommendations.
- Experience analyzing processes and programs to ensure continuous process improvement.
- Volunteer experience (e.g., Peace Corps, AmeriCorps) counts toward qualifying experience.
