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Summary See below for important information regarding this job. Responsibilities Serve as a supervisor of a customer Relationship Management (CRM) Cell or Support team within a Customer Operations Directorate. Oversee initiatives with a positive impact on increasing the volume of business and growing the customer base and develops plans to roll out improvements and innovative logistics solutions. Review and approve recommendations from subordinates regarding development and implementation of new or substantially revised marketing strategies and initiatives to enhance customer satisfaction, productivity, and overall supply chain management. Review and approves plans to roll out additional initiative/innovative logistics solutions in accordance with DLA strategic Customer Relationship Management (CRM) policy and guidance. Represent DLA to the customers, coordinate with CRM representatives and with supervisors from other CRM Cells on order processing and customer service actions impacting their assigned customers, and resolving issues escalated by subordinate teams. Requirements Conditions of Employment Qualifications To qualify for a Supervisory Customer Relationship Specialist, your resume and supporting documentation must support: A. 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: Serve as a primary contact for a specific customer pertaining to the processing of orders, problem resolution, providing product information, resolving customer complaints, expediting emergency orders, maintaining customer data gathering and/or the application of statistical processes. Assist in developing plans designed to ensure effective control of product quality. Develop and/or implement of new or revised marketing strategies and initiatives to enhance customer satisfaction. Supervise, coach, guide, and/or direct the work of employees to ensure the efficient/effective accomplishment of assigned functions. 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: https://www.esd.whs.mil/Portals/54/Documents/DD/issuances/140025/140025\_vol300.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 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.