Supply Technician

Defense Logistics Agency • Robins AFB, GA

10d

About The Position

The Supply Technician serves as the primary DLA customer-support point of contact for industrial customers using DLA- and non-DLA-managed items. The position provides product information, pricing, and assistance with order-related issues; maintains customer data; responds to inquiries; and coordinates with subject-matter experts to address customer concerns.

The role reviews sales-order reports daily and processes cancellations, status updates, and modifications. It follows up on customer receipt, escalates orders that do not meet customer requirements, ensures timely order processing and customer access to product, account, and order information, and resolves sales-order discrepancies and customer requests in accordance with applicable supply policies and procedures.

The technician identifies, creates as appropriate, and resolves routine Customer Relationship Management (CRM) service tickets; monitors ticket workload, researches aging tickets, and refers complex issues to Customer Support Specialists. The role also coordinates with storage, distribution, and DLA organizations to resolve material, turn-in, tracking, and supply discrepancies, and serves as the single point of contact for mission-capable (MICAP) requirements while assisting with the Awaiting Parts Program (AWP).

Requirements

• Must be a U.S. citizen.
• One year of specialized experience directly related to the position; for GS-07, experience equivalent to GS-06 in federal service, military, or the private sector.
• Specialized experience includes customer support for supply, logistics, inventory, or order-management functions, including responding to inquiries and maintaining order data.
• Specialized experience includes reviewing and processing orders, cancellations, modifications, and status requests, and resolving delayed or discrepant orders.
• Specialized experience includes using automated supply, distribution, or ordering systems to research transactions and resolve customer-support issues.
• Specialized experience includes applying supply policies, procedures, and operating instructions to resolve routine material, tracking, and service-request issues.
• Specialized experience includes coordinating with storage, distribution, procurement, and other functional personnel to resolve complex supply problems and elevate unresolved cases.
• Applicants must meet applicable eligibility requirements, including time-in-grade for General Schedule positions, time-after-competitive appointment, minimum qualifications, and other regulatory requirements by the announcement closing date.
• Education may not substitute for specialized experience at this grade level.
• Selectees must have a REAL ID or other acceptable identification documents to access certain federal facilities.
• Employees are required to refrain from illegal drug use; selectees for testing-designated positions must undergo pre-employment urinalysis and employees in such positions are subject to random drug testing.

Responsibilities

• Serve as the primary DLA customer-support point of contact for industrial customers regarding DLA- and non-DLA-managed items, product information, pricing, and order issues.
• Maintain customer data, respond to inquiries, and coordinate with subject-matter experts to resolve customer concerns.
• Review sales-order reports daily and process cancellations, status updates, and modifications.
• Follow up on customer receipt and escalate orders that do not meet customer requirements.
• Ensure timely processing of customer orders and customer access to product, account, and order information.
• Provide timely order status and resolve sales-order discrepancies and customer requests in accordance with applicable supply policies, procedures, regulations, and operating instructions.
• Identify, create as appropriate, and resolve routine CRM service tickets; monitor ticket workload, research aging tickets, and elevate complex issues to Customer Support Specialists.
• Coordinate with storage, distribution, and DLA organizations to resolve material, turn-in, tracking, and supply discrepancies.
• Serve as the single point of contact for MICAP requirements and assist with the Awaiting Parts Program (AWP).

Benefits

• Federal employees and their families have access to a comprehensive benefits package; specific eligibility and benefits depend on the position and employment status.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed