Summary
See below for important information regarding this job.
Duties
Serves as the primary customer-facing point of contact for the Order Fulfillment process, working with customers to identify needs, manually process orders, resolve billing issues, and coordinate the timely resolution of problems.
Acts as a customer advocate and liaison with Defense Logistics Agency (DLA) personnel, providing customers with a dedicated champion to resolve issues encountered while using the Enterprise External Business Portal (EEBP).
Develops and documents customer purchase agreements for non-DOD customers, including sales pricing conditions, delivery locations, and billing addresses, ensuring compliance and audibility.
Provides guidance, coaching, and oversight to subordinate Customer Account Specialists, ensuring that workflow items are addressed and that failed transactions (IDoc errors) are investigated and resolved.
Analyzes customer service performance by evaluating Key Performance Indicators (KPIs), operating metrics, and other reports to identify trends, recommend operational changes, and improve overall customer satisfaction.
Owns and maintains the accuracy of customer master data for the designated CRM Cell and ensures that team members have access to current policies, procedures, and reference materials.
Coordinates with internal DLA teams, including Procurement, Finance, and Planning, to resolve complex customer issues related to order sourcing, billing, and discrepancies in receipts or payments.
Education
Substitution of education may not be used in lieu of specialized experience for this grade level.
How you will be evaluated
The assessments for this job will measure the following Competencies: Attention to detail Customer Service Flexibility Integrity/Honesty Interpersonal Skills Learning Self-Management Stress Tolerance Teamwork Decision Making Reading Comprehension Reasoning Once the application process is complete, a review of your resume and supporting documentation may be completed and compared against your responses to the assessment questionnaire to determine if you are qualified for this job. The rating you receive is based on your responses to the assessment questionnaire and USA Hire assessments. The score is a measure of the degree to which your background matches the competencies required for this position. If your resume and/or supporting documentation is reviewed and a determination is made that you have inflated your qualifications and or experience, you may lose consideration for this position. Please follow all instructions carefully. Errors or omissions may affect your rating.