Supervisory Customer Relationship Specialist

Defense Logistics Agency; Richmond (VA); Remote; USD 93,000 - 122,000; Full time

Job summary

Defense Logistics Agency in Richmond, VA seeks a Supervisory Customer Relationship Specialist to lead a CRM cell within the Customer Operations Directorate. The role oversees order processing, customer service actions, and the rollout of innovative logistics solutions to improve customer satisfaction and supply chain performance. Telework eligible.

This is a full-time position. The ideal candidate has one year of specialized experience at the GS-12 level, including serving as a primary customer

Qualifications

• One year of specialized experience directly related to the position and GS-12 level requirements.
• Experience includes supervising staff and developing marketing strategies to enhance customer satisfaction and productivity.

Responsibilities

• Serve as supervisor of a CRM Cell or Support team within the Customer Operations Directorate.
• Oversee initiatives to increase business volume and grow the customer base and develop plans for improvements and innovative logistics solutions.
• Review and approve recommendations from subordinates regarding development and implementation of marketing strategies to enhance customer satisfaction, productivity and overall supply chain management.
• Review and approve plans to rollout additional initiative/innovative logistics solutions in accordance with CRM policy and guidance.
• Represent DLA to customers, coordinate with CRM representatives and supervisors on order processing and customer service actions, and resolve issues escalated by subordinate teams.

Job description

Telework Eligible

Yes

Major Duties

• As a Supervisory Customer Relationship Specialist you will be responsible for the following duties:
• 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.

Qualification Summary

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 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: 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. 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.

Compensation:
$93,400-$121,551 per year