Customer Account Specialist

Defense Logistics Agency•Philadelphia, PA

About The Position

The Customer Account Specialist works as a senior team member within a Customer Relationship Management (CRM) Cell or Segment Support team and serves as the primary customer-facing point of contact throughout the Order Fulfillment process. The specialist acts as a customer advocate and liaison between the Defense Logistics Agency (DLA), supported military services, and other federal agencies to identify needs, resolve issues, and ensure satisfaction. The role monitors vendor performance for timely delivery and collaborates with vendors and acquisition personnel to resolve complex logistical or quality issues. It also coordinates across DLA directorates and with external partners to address critical-item status, expedite emergency orders, and troubleshoot complex billing, delivery, and return issues. The specialist participates in customer outreach to assess satisfaction, gather requirements, and inform customers about DLA capabilities and ordering procedures. This is a Defense Acquisition Workforce position requiring DoD Acquisition Life Cycle Logistics (L) / LCL Foundational certification within required timeframes and 80 Continuous Learning Points every two years. The position requires U.S. citizenship and a favorable suitability or fitness determination. It is classified as non-critical sensitive with Secret access and is exempt under the Fair Labor Standards Act.

Requirements

Must be a U.S. citizen.
Must have one year of specialized experience directly related to the position: at the GS-11 level, equivalent to GS-09; at the GS-12 level, equivalent to GS-11.
Must meet applicable eligibility requirements, including time-in-grade for GS positions, time-after-competitive appointment, minimum qualifications, and other regulatory requirements by the announcement closing date.
GS-11 education substitution: a related Ph.D. or equivalent doctoral degree, three years of progressively higher-level graduate education leading to a Ph.D. or equivalent, or a related LL.M. from an accredited institution; transcripts must be submitted.
Education cannot substitute for specialized experience at the GS-12 level.
GS-11 may be qualified through a permitted combination of post-high-school education and experience; transcripts or other documentation must support education claims.
Foreign education used to qualify must be evaluated as equivalent to accredited U.S. education or receive full credit from an accredited U.S. college or university.
Appointment is subject to a favorable suitability or fitness determination; unfavorable adjudication may result in removal.
Position has a Non-Critical Sensitive security requirement with Secret access.
Must complete DoD Acquisition Life Cycle Logistics (L) / LCL Foundational certification within required timeframes and earn 80 Continuous Learning Points every two years.
Employees must refrain from illegal drug use and may be required to undergo pre-employment and other drug testing; designated employees are subject to random testing.
Males born after December 31, 1959, must be registered with or exempt from Selective Service.
Selectees must have a REAL ID or other acceptable identification to access certain federal facilities.

Responsibilities

Serve as a senior team member within a CRM Cell or Segment Support team.
Act as the primary customer-facing point of contact for the Order Fulfillment process.
Advocate for customers and liaise among DLA, supported military services, and other federal agencies to identify needs, resolve issues, and ensure satisfaction.
Monitor vendor performance to ensure timely delivery of materials and work with vendors and acquisition personnel to resolve complex logistical or quality issues.
Coordinate across DLA directorates and with external partners to determine the status of critical items, expedite emergency orders, and resolve complex billing, delivery, and return issues.
Participate in customer outreach to assess satisfaction, gather requirements, and inform customers about DLA capabilities and ordering procedures.
For GS-11 qualification, conduct program reviews, make business recommendations based on reports and metrics, advise customers and personnel on policies and procedures, and recommend customer service program improvements.
For GS-12 qualification, handle emergency customer orders, project customer requirements, resolve complex billing and collection issues, develop corrective measures, establish criteria for organizational goals, conduct studies and quantify results, and build customer relationships to improve service and satisfaction.