Summary

See below for important information regarding this job.

Duties

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• 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.

Requirements

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Conditions of employment

• Must be a U.S. citizen
• Tour of Duty: Set Schedule
• Security Requirements: Non-Critical Sensitive with Secret Access
• 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
• Supervisory Probation: Required
• Completion of Supervisory Certification Program: Required
• Bargaining Unit Status: No
• Selectees are required to have a REAL ID or other acceptable identification documents to access certain federal facilities. See https://www.tsa.gov/real-id for more information.

Qualifications

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.

Education

Substitution of education may not be used in lieu of specialized experience for this grade level.

Additional information

As required by 5 C.F.R. § 302.106, DLA will provide Section 508 conformant ICT to employees with disabilities. All ICT interfaces with the public related to vacancy announcements and career transition opportunities must conform to the applicable requirements in the current ICT Standards and Guidelines (36 C.F.R. § 1194).

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.

Benefits

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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.

Review our benefits

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.