Supervisory Customer Liaison Specialist

Defense Logistics Agency; Albany (GA); On-site; USD 106,000 - 138,000; Full time

Job summary

Defense Logistics Agency in Albany, GA seeks a Supervisory Customer Liaison Specialist to lead customer support programs and a distributed team, ensuring high-quality service to global customers.

The successful candidate will apply DEMIL principles, manage external communications, and analyze customer experience metrics to drive improvements in service delivery and outcomes. Telework is eligible under the agency's policies.

Qualifications

• Specialized experience in Demilitarization (DEMIL) principles and compliance standards across logistics operations.
• Experience managing external customer communications and content workflows, ensuring messaging accuracy and quality.
• Ability to collect and analyze customer experience data and performance metrics to optimize service delivery.

Responsibilities

• Serve as Branch Chief and customer relationship integrator, developing effective customer support services.
• Supervise a team of Military Service Liaisons across disparate locations.
• Determine requirements and set outreach goals, plans and schedules to meet customer needs.
• Manage, coordinate, and direct customer outreach programs and measure satisfaction for DLA Disposition Services.
• Direct staff in innovative approaches to resolve problems and improve processes.
• Lead organizational change to enhance customer support.

Job description

Telework Eligible

Yes

Major Duties

• Serves as Branch Chief and customer relationship integrator, responsible for developing effective customer support services to meet global customer requirements.
• Supervise a team of geographically disparate Military Service Liaisons assigned to the Service-level logistics headquarters.
• Responsible for requirements determination/analysis meeting Department of War customer needs, establishing immediate and long-range customer outreach goals, plans, and schedules.
• Manage, coordinate, and direct customer outreach programs and measure customer satisfaction for DLA Disposition Services.
• Directs staff in innovative approaches to resolving problems and improving processes.
• Continually assess emerging customer initiatives to enhance DLA Disposition Services customer support, leading organizational change to improve customer support.

Qualification Summary

To qualify for a Supervisory Customer Liaison Specialist your resume and supporting documentation must support one year of specialized experience that equipped you with the particular competencies to successfully perform the duties of the position, and that is typically in or related to the position to be filled. To qualify at the GS-13 level, applicants must possess one year of specialized experience equivalent to the GS-12 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: - Applying Demilitarization (DEMIL) principles and compliance standards across receiving, warehousing, reutilization, merchandising, marketing, financial management, and personnel oversight. - Managing external customer communications and content workflows, reviewing, editing, and approving all informational materials prior to publication to ensure messaging accuracy and quality. - Collecting and analyzing customer experience and management performance data, evaluating metrics such as customer satisfaction, quality measures, resolution/response rates, contact categories, and inquiry volumes to optimize service delivery. 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.

Compensation:

$106,437-$138,370 per year