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Summary See below for important information regarding this job. Responsibilities Serves as second-line supervisor of a geographically dispersed Customer Relationship Management (CRM) organization. Represents the Division as a customer advocate and a liaison with DLA personnel in solving or coordinating the resolution of customer order/support problems, developing customer service improvements and associated implementing guidance- -anticipating and presenting courses of action to address supply chain management shortfalls, and creating demand plans to forecast anticipated customer requirements. Interacts with customers and coordinates with internal DLA teams concerning the processing of orders. Provides customers with general information regarding DLA products and services. Resolves customer complaints, expedites emergency orders, maintains customer data, and, as applicable, forecasts future requirements through extensive data gathering and the application of statistical processes. 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 particular competencies to successfully perform the duties of the position and is directly in or related to this position. In addition to meeting the Basic Contracting Requirement above, to qualify for the GS-14 grade level, specialized experience must be at the GS-13 grade 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: Serving as the Customer advocate for the organization in support of customer needs involving overall supply chain management, industrial support and training activities. Building and developing effectively functioning teams of multifunctional employees located at various locations. Developing, interpreting and communicating supply chain performance measures by managing order management and planning processes, as the on-site subject matter expert. 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 Acquisition Workforce: Position requires DoD Acquisition Life Cycle Logistics (L), Advanced Level Certification within required timeframes. Selectee must also achieve 80 hours of Continuous Learning Points (CLPs) every 2-years. Click here for more details and Resources. 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: https://www.dla.mil/Careers/Programs/. 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.