Lead Customer Account Specialist

Summary See below for important information regarding this job.

Responsibilities The Lead Customer Account Specialist (LCAS) works as a senior team member within the Customer Relationship Management (CRM) Team and provides oversight of workload, ensuring work is distributed and balanced among employees.

Oversees actions to resolve customer order/support problems and complaints, and ensures adequate coordination with other process areas.

Monitors the progress of subordinate Customer Account Specialist (CAS) in addressing/resolving customer delivery and payment issues, customer initiated price challenges, and problems with pricing anomalies.

Analyzes performance data bearing on the CRM Cell program goals and objectives and those of its customers.

Prepares briefing materials including background information, recommendations, statistical data, charts and graphs.

Develops and/or participates in designing and implementing customer feedback systems and strategies for measuring customer satisfaction.

Requirements Conditions of Employment Qualifications To qualify for a Supervisory Customer Relationship Specialist, your resume and supporting documentation must support: Specialized Experience: One year of specialized experience that equipped you with the competencies to successfully perform the duties of the position and is directly in or related to this position.

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: Perform analysis of issues concerning the efficiency, effectiveness and productivity of customer operations.

Perform customer support studies by applying and adapting analytical and evaluative methods.

Conduct program reviews that involve evaluating, advising on, and improving the effectiveness of customer service/support programs.

Oversee actions to resolve customer order/support problems and complaints.

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.

Additional Information For Important General Applicant Information and Definitions go to: Reemployed Annuitants: This position does not meet criteria for appointment of Reemployed Annuitants.

The DoD criteria for hiring Reemployed Annuitants can be found at: Information for Veterans is available at: 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 Policy The Defense Logistics Agency (DLA) is committed to maintaining a safe, drug-free workplace.

All DLA employees are required to refrain from illegal drug use on and off duty.

DLA conducts pre-employment, reasonable suspicion, post-accident, and random drug testing.

Applicants tentatively selected for employment in testing designated positions will undergo a urinalysis to screen for illegal drug use prior to appointment.

Refusal to undergo testing or testing positive for illegal drugs will result in withdrawal of the tentative job offer and a six-month denial of employment with DLA from the date of the drug test.

Employees in drug testing designated positions are subject to random drug testing.

The DLA drug testing panel tests for the following substances: marijuana, cocaine, opiates, heroin, phencyclidine, amphetamines, methamphetamines, fentanyl, norfentanyl, methylenedioxymethamphetamine (MDMA), methylenedioxyamphetamine (MDA), and opioids.

ADVISORY: Use of cannabidiol (CBD) products may result in a positive drug test for marijuana.

DLA employees are subject to Federal law and under Federal law, Marijuana is a Schedule I drug and is illegal.

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