Customer Support Specialist

Summary

See below for important information regarding this job.

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Duties

• Serve as the Troop Support integrator for Whole of Government (WoG) accounts fully supporting all activities associated with that account.
• Coordinates and collaborates with various DLA and WoG stakeholders to build an understanding of the assigned customer mission and performance requirements.
• Develop projects and explore customer support initiatives to generate additional revenue and increased fulfillment with Troop Support products and service.
• Demonstrate Troop Support products and services at customer trade shows and events.
• Conduct studies and analysis relating to customer requirements and data assuring best value services at optimal costs.
• Develop and coordinate the expansion of innovative strategies, customer profiles to identify customer support and sales opportunities involving both current and potential customers.
  
  

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Requirements

Conditions of Employment

• Must be a U.S. citizen
• Tour of Duty: Flexible (https://www.dla.mil/Careers/Join-Our-Team/Benefits/#Work)
• Security Requirements: Non-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
• You will be a Mission Essential employee. This requires you to work during an emergency to ensure continuation of essential functions. You may be required to work at the designated duty location, a telework site, or an alternate location/facility
  
  

Qualifications

To qualify for a Customer Support 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 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:

• Conducts studies and analysis relating to customer requirements and data assuring best value services at optimal costs.
• Ability to perform a wide variety of studies and projects of internal operations and recommends changes to improve customer support and services.
• Demonstrate interpersonal skills to effectively communicate, establish and maintain relationships with customers, suppliers, managers, and supervisors.
• Utilize quantitative and qualitative methods/techniques for analyzing, measuring, and assessing the effectiveness of current or new outreach programs and processes.

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: 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.

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• Help A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
  
  

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Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.

DLA Troop Support

700 Robbins Avenue

Philadelphia, PA 19111

US