Customer Support Representative Jobs in Springfield, MO

Telework Eligible

Yes

Major Duties

• Serves as a Customer Support Representative representing DLA HQ and DLA CENTOM/SOCOM by providing logistical assistance and technical expertise to U.S. Military activities and U.S. civil agencies receiving logistical support and services from DLA.
• Is DLA’s corporate face, working closely with Customer Account Managers, Customer Account Specialists, Demand Planners, Weapons Systems Support Managers, distribution staff, and other DLA personnel to fully support assigned customers.
• Acts as the single point of contact on site for customer concerns and issues, interfacing with appropriate supply chain owners and logistics service providers across DLA to resolve.
• Manages DLA visits/outreach with customers to present a single Agency face, integrating and facilitating DLA contact with customers, ensuring multiple Integrated Customer Teams are positioned to serve the full range of customer logistics needs.
• Works with Customer Account Managers to establish Service Level Agreements/Secondary Service-Level Agreements applicable to designated customer elements in particular customer segments.
• Monitors metrics and works with customer facing leads of DLA Central Integrated Customer Teams to continually ensure progress is on track for and consistent with the customer’s portion of the Service and Secondary Service-Level Agreements.
• Works with customers and Demand Planners to assist in collaborative demand forecasting, integrating forecasts through Customer Account managers into agreements.

Qualification Summary

To qualify for a Logistics Management 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-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: Working with full range of supply logistics support, including but not limited to: planning and scheduling, disposal and reutilization, hazmat handling, transportation, storage and stockage, logistics information, order fulfilment, cataloging and logistics data. Forecasting and exercising planning methods to assist customers with long-range planning and forecasting during negotiations for segment agreements. Working with military segment commanders and leadership on supply and logistics operations matters to maintain operational readiness and sustainability. 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. Physical Demands: Assignments regularly involve long periods of standing, bending, and stooping to observe and study work operations in an industrial, storage, or comparable work area. Frequent travel, including travel for extended periods, may be required. Work Environment: Assignments regularly require visits to manufacturing, storage, or other industrial areas, and involve moderate risks or discomforts. Protective clothing and gear and observance of safety precautions are required. This is an Expeditionary Civilian (EC) position, and the incumbent will be designated as Emergency Essential (EE). In the event of a crisis situation, the incumbent may be required to deploy via temporary reassignment or be required to stay in place to support contingency operations. The incumbent may be required to take part in readiness exercises. This position cannot be vacated during a national emergency or mobilization without seriously impairing the capability of the organization to function effectively; therefore, the position requires the incumbent to be screened from military recall. Military Reservists selected for an EC position must arrange for removal from the reserve component prior to appointment to an EC position. This requirement must be met prior to placement in an EC position. Positions identified as EE are subject to deployment to combat support situations. Deployment will be via Temporary Duty (TDY) orders. Deployment may entitle the employee to additional monetary compensation dependent upon the deployment location. Additional allocations are based on the Department of State's determination of a combat zone.