Customer Support Specialist

Overview:

Locates and moves materials and parts in support of Emergency Requests to expedite processing of goods, according to schedules or priorities, and keeps related record, reviews emergency requests, inventory reports, and Material Release Orders (MROs) to determine types, quantities, and availability of required material and priorities of customer orders, confers with department supervisors to determine materials overdue and to inform them of location, availability, and condition of materials, locates and moves materials to delivery areas, using cart, hand truck, or MHE and records quantity and type of materials distributed and on hand.

Primary Responsibilities:

Respond and resolve Distribution inquiries, material requests in a timely manner.

Respond to ESOC requests by assigned priority, each priority has an associated timeframe for actionable response or resolution.

Respond within two (2) hours of receiving the call to provide customer support after normal duty hours when on active call roster

Fill and ship or deliver WMS emergency requisitions (MROs) received via facsimile, email, or a WMS MRO queue monitoring system within the appropriate APLs.

Process emergency MROs IAW DLA Distribution SOP 4000.37, Post-Post (ESOC).

Maintain all inbound requests as evidential matter to support Audit Readiness requirements.

Provide status reports for material shipments.

Provide scheduled escorted warehouse visits, upon receipt of an approved request from the KO or designee, for the customer to perform a limited technical inspection to evaluate and resolve quality, packaging, and technical problems beyond the DLA’s capabilities (NOTE: Escorted visits are considered special inspections, (see C-5.3.3.1, Special Inspections).

Provide space for the inspection of assets or other required action.

Remove assets from location and stage for inspection or other required action.

Repack and re-stow assets.

Provide labor hours and material cost estimates on request.

Respond to customer inquiries as follows:

Expedited requests for information, inspections, and shipping status within 24 hours.

Routine requests for information, inspections, and shipping status within two (2) working days.

If the requests cannot be answered within these timeframes, send to the Site or Alternate Site Manager a reason the timeframe cannot be met and a request for additional time.

Participate in or provide tours of applicable operations, which may include giving a brief summary of the operations.

Participate in conferences, meetings or briefings held in conjunction with the visit or tour.

Provide input regarding status of ongoing work or Company capabilities to accomplish new work.

Establishes deadlines, priorities, and work sequences in agreement with general work schedules, methods, and policies established by Site Manager.

Redirects workers and resources to accomplish unanticipated work and to accommodate daily workload fluctuations.

Ensures work is done properly and efficiently in agreement with the terms and condition of the contract.

Uses WMS, MAT and other Government Data Systems to perform the requirements in the PWS, i.e., resolving common error conditions, responds to computer output instructions or error conditions, and following SOPs.

Electronically scans and files evidentiary matter. The electronic records are stored in the Document Imaging Service (DIS).

Must possess a motor vehicle and forklift license for forklifts up to 7K.

Supervisory Responsibilities:

None

Education and/or Experience:

High School degree required. Bachelor’s degree in Business or Logistics preferred.

Must have a minimum of three (3) years of experience in distribution and warehousing using DSS, MAT or equivalent automated Warehouse Management System (WMS) within the past five (5) years.

Knowledge, Skills, and Abilities:

Must be knowledgeable in DD1348-1A receipt processing, Navy requisitions, inventory practices, supply operations, data entry into personal computers and scanning devices, and possess an understanding of warehouse storage plans.

Interface with and support material owners, other Material Distribution Activities, DLA Primary Level Field Activities, and other customers to accomplish the contract requirements.

Certificates, Licenses, Registrations:

Must possess a motor vehicle and forklift license for forklifts up to 7K.

Security Clearance:

Position requires U.S. Citizenship, a US Government background check and may require a US Government SECRET Clearance.

If SECRET Clearance Level is required, candidate must also:

Have a current US Government SECRET Personnel Security Clearance or be able to successfully complete a U.S. government administered Investigation.

Be able to maintain a US Government SECRET clearance if required.

Physical Demands:

Lifting and moving warehouse items up to 40 pounds without MHE assistance.

Travel:

None

Work Environment:

Perform warehousing and distribution services work requirements out of Government provided warehouse facilities locations on Guam.