Summary
See below for important information regarding this job.
Duties
Serves in the Defense Logistics Agency (DLA) Distribution HQ Operations Division, Customer Support Office, as a Customer Service Advocate and specialist for the organization.
Under supervision, employees work with DLA Distribution, Inventory Control Point (ICPs), DLA Supply Centers, and customers to resolve unusual and complex customer problems.
Function as a member of a customer support team in the Customer Relationship Management (CRM) Service Management Process for problem resolution of routine complexity 2nd level customer issues involving distribution functions.
Uses various supply and tracking systems and works with data from Distribution, ICP, and Supply Centers databases to identify unusual and complex problem areas/trends and recommend solutions.
Prepares written analysis of completed actions and provides one stop customer service to all customers.
Answers customer inquiries on damaged or discrepant shipments, special handling requirements, mode of shipment, shelf-life, stock substitution, calibration, and related customer concerns.
Identifies underlying causes of problems, research related information, analyzes and determines workable solutions and coordinates recommendations with the customer(s).
Education
Are you using your education to qualify? 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.
How you will be evaluated
Direct Hire Evaluation: Once the application process is complete, a review of your application will be made to ensure you meet the job requirements. This vacancy will be filled through a Direct Hire Authority. All applicants who meet the basic qualification requirements will be forwarded to the Selecting Official for consideration. The rule of Three, Veteran's Preference and traditional rating and ranking of applicants do not apply to this vacancy. We will evaluate your application for basic eligibility and to determine if your experience meets the basic qualification requirements described in the announcement. All applicants who meet the qualifications and other basic requirement are eligible for referral and selection consideration. Please follow all instructions carefully. Errors or omissions may affect your rating.