Duties

Summary

See below for important information regarding this job.

Physical Demands: The work is primarily sedentary, although some slight physical effort may be required.

Work Environment: Work is typically performed in an adequately lighted and climate controlled office.

Learn more about this agency

Responsibilities

• Serves as a team member within a Customer Relationship Management (CRM)/Customer Account Specialist (CAS) Team.
• Serves as the primary customer facing point of contact for the Order Fulfillment process.
• Works with other customer account specialists, supply planners, finance personnel, contracting officers and others in identifying and clarifying customer requirements.
• Advocates on behalf of customers to coordinate timely resolution of customer support problems.
• Serves as an active participant in customer outreach initiatives to educate DoD, Federal, and commercial customers of current and new Defense Logistics Agency (DLA) Energy products, services, and policies.
• Works with internal and external organizations to resolve customer issues and develop solutions for new requirements or emergency customer support.
• Determines, establishes, and documents the authority for non-DoD customers (e.g., Federal agencies, contractors, state and local governments, foreign governments, and others) to purchase DLA Energy products and services.
• Assists non-DoD customers with payment processes and reconciliation in partnership with DLA Energy Finance.

Travel Required

Occasional travel - You may be expected to travel for this position.

Supervisory status
No

Promotion Potential
12

Requirements

Conditions of Employment

• Must be a U.S. citizen
• Tour of Duty: Full Time, Set Schedule
• Security Requirements: Non-Critical Sensitive
• Appointment is subject to the completion of a favorable suitability or fitness determination, where reciprocity cannot be applied; 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.
• Recruitment Incentives: Not Authorized
• Bargaining Unit Status: Yes

Qualifications

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

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 the 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:

• • Experience with the Order Fulfillment Process
  • Experience developing action plans that address root causes of customer issues/problems.
  • DLA, DoD, and US Treasury business management systems (DLA Enterprise Business System (EBS), Procurement Integrated Enterprise Environment (PIEE), G-Invoicing) used for customer ordering and acceptance processes and subsequent billing procedures.
  • Other Enterprise Resource Planning software (e.g., SAP, Oracle, PeopleSoft, etc.) used for customer ordering and acceptance processes and subsequent billing procedures.

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.

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.

Additional information

MILITARY SPOUSE PREFERENCE: In order to receive this preference you must choose to apply using the "Priority Placement Program, DoD Military Spouse Preference (MSP)" eligibility. If you are claiming military spouse preference and are determined to be among the Best Qualified for the position, you will be referred to the hiring manager as a priority applicant.

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: http://www.esd.whs.mil/Portals/54/Documents/DD/issuances/140025/1400.25-V300.pdf

INFORMATION FOR VETERANS is available at: http://www.dla.mil/Careers/Programs/veterans.aspx . 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: The Defense Logistics Agency (DLA) has established a Drug-Free Federal Workplace Policy. All applicants tentatively selected for DLA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with DLA for a period of six months. This policy extends to random testing for the use of illegal drugs by employees who occupy testing designated positions defined as sensitive in Section 7(d) of Executive Order 12564. The Defense Logistics Agency's Drug Free Workplace Plan's drug testing panel includes testing for the following illegal substances: marijuana, cocaine, opiates (codeine/morphine), 6-Acetylmorphine (heroin), phencyclidine, amphetamines (amphetamine/methamphetamine), methylenedioxymethamphetamine (MDMA), methylenedioxyamphetamine (MDA), oxycodone, oxymorphone, hydrocodone, and hydromorphone. ADVISORY: By using cannabidiol (CBD) products you are risking a positive drug test result for marijuana.

How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

The assessments for this job will measure the following Competencies:

• Customer Service
• Buy and Sell Goods
• Concepts, Policies, and Principles of Finance
• Communication

Once the application process is complete, a review of your resume and supporting documentation may be completed and compared against your responses to the assessment questionnaire to determine if you are qualified for this job. The rating you receive is based on your responses to the assessment questionnaire and USA Hire assessments. The score is a measure of the degree to which your background matches the competencies required for this position. If your resume and/or supporting documentation is reviewed and a determination is made that you have inflated your qualifications and or experience, you may lose consideration for this position. Please follow all instructions carefully. Errors or omissions may affect your rating.

Background checks and security clearance

Security clearance
Other

Drug test required
Yes

Position sensitivity and risk
Noncritical-Sensitive (NCS)/Moderate Risk

Trust determination process

Required Documents

To apply for this position you must provide a complete Application Package. Each Application Package MUST include:

Your Resume listing work schedule, hours worked per week, dates of employment and duties performed. If multiple resumes are submitted by an applicant, only the last resume submitted will be reviewed for the qualifications and referred for selection consideration if eligible. IMPORTANT NOTE: Ensure that your resume does not contain any specialized characters, fonts, typefaces or formatting (e.g. tables, macros, etc.). It is also recommended that you convert/save your resume as a PDF prior to attaching to your application.

Applicable documents to support the eligibility(s) for which you are applying. Please review the following link for a listing of the additional documents you will need to provide: Supporting Documents .

If you are requesting a reasonable accommodation to the USA Hire Competency Based Assessments, submit documentation to support your request, including the Reasonable Accommodation Request Form found here .

If you are claiming Military Spouse Preference, you must submit the following supporting documents with your application package: Marriage Certificate or License; Signed Self-Certification Checklist (must be certified within 30 days); Veterans' Preference documentation (e.g., DD-214, VA Letter, Statement of Service, if applicable); Transcripts (if applicable). These documents must provide acceptable information to verify: Residency within the commuting area of your sponsor's permanent duty station (PDS); proof of marriage to the active duty sponsor; proof of military member's active duty status; and other documentation required by the vacancy announcement to which you are applying. NOTE: Previous federal employees must also submit the following additional documentation: SF-50s (e.g., LWOP, highest grade held, overseas appointments, etc.), SF-75 information, and documentation of performance rating of record (dated within the last 12 months).

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education .

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.