Serves as a supervisor of the Customer Relationship Management (CRM) Cell Section. Represents the Division as a customer advocate and liaison in solving/ coordinating the resolution of customer order/ support problems.
Oversees initiative with a positive impact on increasing the volume of business and growing the customer base while developing plans for improvement.
Reviews and approves recommendations from subordinates regarding overall supply chain management.
Reviews and approves plans to roll out additional initiatives/innovative logistics solutions in accordance with policy and guidance ensuring the development of all customer ordering patterns.
Collaborates with supervisors from the Supplier Operations organizations to ensure adequate support is available to resolve customer discrepancies and emergency requests.
Develops coordinated logistics solutions/marketing strategies for customer, coordinates and communicates as needed with CRM activities and staff, and helps ensure customer agreement are kept on track and fulfilled.
Tour of Duty: Flexible (https://www.dla.mil/Careers/Join-Our-Team/Benefits/#Work)
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
Bargaining Unit Status: No
Financial Disclosure Requirement: Required
Defense Acquisition Workforce position. Must complete DoD certification and other requirements.
See Addtl Info.
Supervisory Probation: Required
Qualifications
To qualify for a Supervisory Customer Relationship Specialist, your resume and supporting documentation must support:
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:
Oversee initiatives with a positive impact on increasing the volume of business and growing the customer base.
Analyze influences on demand plans.
Evaluate Key Performance Indicators and/or other performance measures relative to customer goals and objectives.
Managing customer support programs.
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
This position is being filled as Term appointment not-to-exceed (NTE)2 years. Current permanent DLA employees eligible as a Promotion, this position will be filled as a Temporary Promotion NTE 2 years and may be extended up to a total of five years or converted to a permanent promotion without further competition. Current permanent DLA employees eligible as a Reassignment/Change-to-Lower Grade, this position will be filled as a Reassignment/Change-to-Lower Grade with the intent to be limited to the time period specified in the announcement and may be reassigned at management's discretion or made permanent at any time. Upon termination/expiration of the temporary assignment, placement will be either to the gaining or previous organization in accordance with DLA policy (DLAI 1442.04) regarding placement rights after a time-limited assignment. For all others, if selected, this would be a Term/Time-Limited Appointment NTE 2 years, and not more than six years. The selected applicant will be required to sign a written agreement acknowledging the conditions of this temporary assignment/appointment and that they may be released from this position upon management discretion.
Position requires DoD Acquisition Life Cycle Logistics, Advanced certification within required timeframes. Selectee must also achieve 80 hours of Continuous Learning Points (CLPs) every 2-years. Click here for more details and Resources.
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.
Drug-Free Workplace: The Defense Logistics Agency (DLA) has established a Drug-Free Federal Workplace Policy. All applicants tentatively selected for DLA employment in a testing designated position are subject to urinalysis to screen for illegal drug use prior to appointment. Applicants who refuse to be tested will be denied employment with DLA for a period of six months. This policy extends to random testing for the use of illegal drugs by employees who occupy testing designated positions defined as sensitive in Section 7(d) of Executive Order 12564. The Defense Logistics Agency's Drug Free Workplace Plan's drug testing panel includes testing for the following illegal substances: marijuana, cocaine, opiates (codeine/morphine), 6-Acetylmorphine (heroin), phencyclidine, amphetamines (amphetamine/methamphetamine), methylenedioxymethamphetamine (MDMA), methylenedioxyamphetamine (MDA), oxycodone, oxymorphone, hydrocodone, and hydromorphone. ADVISORY: By using cannabidiol (CBD) products you are risking a positive drug test result for marijuana.
Candidates should be committed to improving the efficiency of the Federal government, passionate about the ideals of our American republic, and committed to upholding the rule of law and the United States Constitution.
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.
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.
How you will be evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
The assessments for this job will measure the following Competencies:
Accountability
Conflict Management
Customer Service
Developing Others
Flexibility
Influencing/Negotiating
Interpersonal Skills
Problem Solving
Resilience
Strategic Thinking
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.
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.
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.
To apply for this position you must provide a complete Application Package. Each Application Package MUST include:
Your Resume listing work schedule, hours worked per week, dates of employment and duties performed. If multiple resumes are submitted by an applicant, only the last resume submitted will be reviewed for the qualifications and referred for selection consideration if eligible. IMPORTANT NOTE: Ensure that your resume does not contain any specialized characters, fonts, typefaces or formatting (e.g. tables, macros, etc.). It is also recommended that you convert/save your resume as a PDF prior to attaching to your application.
Applicable documents to support the eligibility(s) for which you are applying. Please review the following link for a listing of the additional documents you will need to provide: Supporting Documents.
If you are requesting a reasonable accommodation to the USA Hire Competency Based Assessments, submit documentation to support your request, including the Reasonable Accommodation Request Form found here.
Priority Placement Program (PPP) DoD Military Reserve/National Guard Preference, and eligible Technicians receiving disability retirement: In order to receive this preference, you must choose to apply using the "Priority Placement Program, DoD MR/NG or Technician Disability Retirement" eligibility. If you are claiming preference and are determined to be among the Best Qualified for the position, you may be referred to the hiring manager as a priority applicant. To be eligible as a MR/NG or technician receiving disability retirement, you must submit the following supporting documents with your application package: "Military Reserve and National Guard Technician PPP Self-Certification Checklist," and copies of the documentation, such as the letter you received showing you are no longer eligible for military or NG membership (through no fault of your own) and that you have completed at least 15 years of technician service and a minimum of 20 years of service creditable for non-regular retirement. -or- "Military Reserve and National Guard Technician Disability PPP Self-Certification Checklist," and copies of the documentation, such as the letter you received that states you are no longer eligible for Reserve membership due to a service-connected disability. NOTE: By using either of these eligibilities, you certify that you have not obtained permanent Federal employment, nor have you accepted or declined a PPP job offer.
Priority Placement Program (PPP) DoD Military Spouse Preference (MSP): In order to receive this preference, you must choose to apply using the "Priority Placement Program, DoD Military Spouse Preference (MSP)" eligibility. If you are claiming MSP and are determined to be among the Best Qualified for the position, you may be referred to the hiring manager as a priority applicant. To be eligible as a MSP, you must submit the following supporting documents with your application package: Spouse's Permanent Change of Station (PCS) orders; Marriage Certificate or License; PPP Self Certification Checklist; Veterans' Preference documentation (e.g., DD-214, VA Letter, Statement of Service, if applicable); Transcripts (if applicable). These documents must provide acceptable information to verify: Residency within the commuting area of your sponsor's permanent duty station (PDS); proof of marriage to the active duty sponsor; proof of military member's active duty status; and other documentation required by the vacancy announcement to which you are applying. NOTE: Previous federal employees must also submit the following additional documentation: SF-50s (e.g., LWOP, highest grade held, overseas appointments, etc.), SF-75 information, and documentation of performance rating of record (dated within the last 12 months). Selected PPP MSP applicants will need to certify they have not accepted nor declined another offer of permanent, Federal employment (to include NAF and the military exchange services) since relocating to the military sponsor's current duty station.
Priority Placement Program (PPP) DoD Retained Grade Preference (RGP): In order to receive this preference, you must choose to apply using the "Priority Placement Program, DoD Retained Grade Preference (RGP)" eligibility. If you are claiming RGP and are determined to be Well Qualified (score of 85 or above) for the position, you will be referred to the hiring manager as a priority applicant. Information and required documentation for claiming RGP may be found at the General Applicant Information and Definitions link below. Additionally, you must submit the following supporting documents with your application package: a signed Retained Grade PPP Self-Certification Checklist (DD3145-1 (whs.mil)); a copy of your Notification of Personnel Action (SF-50) effecting the placement in retained grade status; or a copy of the letter you received regarding the RIF or classification downgrade.
If you are relying on your education to meet qualification requirements:
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
Please read the entire announcement and all the instructions before you begin an application. To apply for this position, you must complete the initial online application, to include submission of the required documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. The application process is as follows:
To begin the application process, click the Apply Online button.
Answer the questions presented in the application and attach all necessary supporting documentation. NOTE: Resumes up to a total of two pages will be accepted. Resumes exceeding two pages will be removed from consideration.
Click the Submit Application button prior to 11:59 PM (ET) on 10/11/2025.
After submitting your online application, you will be notified whether or not you are required to take any additional online assessments through the USA Hire Competency Based Assessment system. This message will be delivered to you both on screen and via email notification. The email may be routed to your "Spam" or "Junk" folder. If you do not receive the email invitation to the assessment and you meet the minimum qualifications for the position, you should contact https://apply.usastaffing.gov/HelpTicket to request the email be re-sent. Requests to re-send invitations to the USA Hire Competency Based Assessments must be received by https://apply.usastaffing.gov/HelpTicket BEFORE the close of the JOA.
If you are asked to take the USA Hire Competency Based Assessments, you will be presented with a unique URL to access the USA Hire system. Access to USA Hire is granted through your USAJOBS login credentials. Be sure to review all instructions prior to beginning your USA Hire Assessments. Click here for Computer System Requirements.
NOTE: Set aside at least 3 hours to take these assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue at a later time, you can re-use the URL sent to you via email and also found in your USAJOBS account under the "Track my application" link for the corresponding application.
You may update your application documents and some questions related to your personal information at any time during the announcement open period. However, you will not be able to make changes to questions related to assessing the minimum qualifications and competencies (knowledge, skills, abilities, and other characteristics) mentioned in the "How You Will Be Evaluated" section above. To make an allowed update to your application, return to your USAJOBS account (https://www.usajobs.gov). There you will find a record of your application, the application status, and an option to Edit my application. This option will no longer be available once the announcement has closed.
To verify the status of your application both during and after the announcement open period, log into your USAJOBS account at https://www.usajobs.gov. On the Home page, scroll down and locate your job application. Once the job has been located, click the "Track this application" link on the right under the application date. The page will refresh to display the Agency's Application Information page where you can scroll down and review any notifications the agency has sent you. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit https://www.usajobs.gov/Help/how-to/application/status/.
Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments here: https://help.usastaffing.gov/Apply/index.php?title=Reasonable_Accommodations_for_USA_Hire.
DLA Troop Support
700 Robbins Avenue
Philadelphia, PA 19111
US
Next steps
If you meet the minimum qualifications of this position, you may be presented with instructions on how to access the USA Hire Competency Based Assessments (CBA) system. These additional online assessments must be completed within 48 hours following the close of this announcement unless you have requested Reasonable Accommodation for the USA Hire CBA. Your results will be kept on record for one year when applying for future jobs that require the same USA Hire CBA. NOTE: If the USA Hire CBA is altered within a year of your last application, you will be required to take the new USA Hire CBA. If no additional online assessments are required you will receive an OPM notification stating "It has been determined that you have completed all required online assessments and your application is complete. No further action is required."
Once you successfully complete the application process, you will receive a notification of receipt. Your application package will be reviewed to ensure you meet the basic eligibility and qualifications requirements, and you will receive a notification. A review may be completed of your online questionnaire and the documentation you submitted to support your responses. Applicants that are found among the most highly qualified may be referred to the hiring official for consideration, and you will receive a notification of referral. The selecting official may choose to conduct interviews, and as part of the selection process, applicants may be required to complete additional supplemental documents. Once the selection is made, you will receive a notification of the decision. If interviews are conducted, DLA uses a technique called Behavior Based Interviewing (BBI). Be sure to check your USA Jobs account for your notification updates.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
To apply for this position you must provide a complete Application Package. Each Application Package MUST include:
Your Resume listing work schedule, hours worked per week, dates of employment and duties performed. If multiple resumes are submitted by an applicant, only the last resume submitted will be reviewed for the qualifications and referred for selection consideration if eligible. IMPORTANT NOTE: Ensure that your resume does not contain any specialized characters, fonts, typefaces or formatting (e.g. tables, macros, etc.). It is also recommended that you convert/save your resume as a PDF prior to attaching to your application.
Applicable documents to support the eligibility(s) for which you are applying. Please review the following link for a listing of the additional documents you will need to provide: Supporting Documents.
If you are requesting a reasonable accommodation to the USA Hire Competency Based Assessments, submit documentation to support your request, including the Reasonable Accommodation Request Form found here.
Priority Placement Program (PPP) DoD Military Reserve/National Guard Preference, and eligible Technicians receiving disability retirement: In order to receive this preference, you must choose to apply using the "Priority Placement Program, DoD MR/NG or Technician Disability Retirement" eligibility. If you are claiming preference and are determined to be among the Best Qualified for the position, you may be referred to the hiring manager as a priority applicant. To be eligible as a MR/NG or technician receiving disability retirement, you must submit the following supporting documents with your application package: "Military Reserve and National Guard Technician PPP Self-Certification Checklist," and copies of the documentation, such as the letter you received showing you are no longer eligible for military or NG membership (through no fault of your own) and that you have completed at least 15 years of technician service and a minimum of 20 years of service creditable for non-regular retirement. -or- "Military Reserve and National Guard Technician Disability PPP Self-Certification Checklist," and copies of the documentation, such as the letter you received that states you are no longer eligible for Reserve membership due to a service-connected disability. NOTE: By using either of these eligibilities, you certify that you have not obtained permanent Federal employment, nor have you accepted or declined a PPP job offer.
Priority Placement Program (PPP) DoD Military Spouse Preference (MSP): In order to receive this preference, you must choose to apply using the "Priority Placement Program, DoD Military Spouse Preference (MSP)" eligibility. If you are claiming MSP and are determined to be among the Best Qualified for the position, you may be referred to the hiring manager as a priority applicant. To be eligible as a MSP, you must submit the following supporting documents with your application package: Spouse's Permanent Change of Station (PCS) orders; Marriage Certificate or License; PPP Self Certification Checklist; Veterans' Preference documentation (e.g., DD-214, VA Letter, Statement of Service, if applicable); Transcripts (if applicable). These documents must provide acceptable information to verify: Residency within the commuting area of your sponsor's permanent duty station (PDS); proof of marriage to the active duty sponsor; proof of military member's active duty status; and other documentation required by the vacancy announcement to which you are applying. NOTE: Previous federal employees must also submit the following additional documentation: SF-50s (e.g., LWOP, highest grade held, overseas appointments, etc.), SF-75 information, and documentation of performance rating of record (dated within the last 12 months). Selected PPP MSP applicants will need to certify they have not accepted nor declined another offer of permanent, Federal employment (to include NAF and the military exchange services) since relocating to the military sponsor's current duty station.
Priority Placement Program (PPP) DoD Retained Grade Preference (RGP): In order to receive this preference, you must choose to apply using the "Priority Placement Program, DoD Retained Grade Preference (RGP)" eligibility. If you are claiming RGP and are determined to be Well Qualified (score of 85 or above) for the position, you will be referred to the hiring manager as a priority applicant. Information and required documentation for claiming RGP may be found at the General Applicant Information and Definitions link below. Additionally, you must submit the following supporting documents with your application package: a signed Retained Grade PPP Self-Certification Checklist (DD3145-1 (whs.mil)); a copy of your Notification of Personnel Action (SF-50) effecting the placement in retained grade status; or a copy of the letter you received regarding the RIF or classification downgrade.
If you are relying on your education to meet qualification requirements:
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
Please read the entire announcement and all the instructions before you begin an application. To apply for this position, you must complete the initial online application, to include submission of the required documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. The application process is as follows:
To begin the application process, click the Apply Online button.
Answer the questions presented in the application and attach all necessary supporting documentation. NOTE: Resumes up to a total of two pages will be accepted. Resumes exceeding two pages will be removed from consideration.
Click the Submit Application button prior to 11:59 PM (ET) on 10/11/2025.
After submitting your online application, you will be notified whether or not you are required to take any additional online assessments through the USA Hire Competency Based Assessment system. This message will be delivered to you both on screen and via email notification. The email may be routed to your "Spam" or "Junk" folder. If you do not receive the email invitation to the assessment and you meet the minimum qualifications for the position, you should contact https://apply.usastaffing.gov/HelpTicket to request the email be re-sent. Requests to re-send invitations to the USA Hire Competency Based Assessments must be received by https://apply.usastaffing.gov/HelpTicket BEFORE the close of the JOA.
If you are asked to take the USA Hire Competency Based Assessments, you will be presented with a unique URL to access the USA Hire system. Access to USA Hire is granted through your USAJOBS login credentials. Be sure to review all instructions prior to beginning your USA Hire Assessments. Click here for Computer System Requirements.
NOTE: Set aside at least 3 hours to take these assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue at a later time, you can re-use the URL sent to you via email and also found in your USAJOBS account under the "Track my application" link for the corresponding application.
You may update your application documents and some questions related to your personal information at any time during the announcement open period. However, you will not be able to make changes to questions related to assessing the minimum qualifications and competencies (knowledge, skills, abilities, and other characteristics) mentioned in the "How You Will Be Evaluated" section above. To make an allowed update to your application, return to your USAJOBS account (https://www.usajobs.gov). There you will find a record of your application, the application status, and an option to Edit my application. This option will no longer be available once the announcement has closed.
To verify the status of your application both during and after the announcement open period, log into your USAJOBS account at https://www.usajobs.gov. On the Home page, scroll down and locate your job application. Once the job has been located, click the "Track this application" link on the right under the application date. The page will refresh to display the Agency's Application Information page where you can scroll down and review any notifications the agency has sent you. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit https://www.usajobs.gov/Help/how-to/application/status/.
Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application. Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement. To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments here: https://help.usastaffing.gov/Apply/index.php?title=Reasonable_Accommodations_for_USA_Hire.
DLA Troop Support
700 Robbins Avenue
Philadelphia, PA 19111
US
Next steps
If you meet the minimum qualifications of this position, you may be presented with instructions on how to access the USA Hire Competency Based Assessments (CBA) system. These additional online assessments must be completed within 48 hours following the close of this announcement unless you have requested Reasonable Accommodation for the USA Hire CBA. Your results will be kept on record for one year when applying for future jobs that require the same USA Hire CBA. NOTE: If the USA Hire CBA is altered within a year of your last application, you will be required to take the new USA Hire CBA. If no additional online assessments are required you will receive an OPM notification stating "It has been determined that you have completed all required online assessments and your application is complete. No further action is required."
Once you successfully complete the application process, you will receive a notification of receipt. Your application package will be reviewed to ensure you meet the basic eligibility and qualifications requirements, and you will receive a notification. A review may be completed of your online questionnaire and the documentation you submitted to support your responses. Applicants that are found among the most highly qualified may be referred to the hiring official for consideration, and you will receive a notification of referral. The selecting official may choose to conduct interviews, and as part of the selection process, applicants may be required to complete additional supplemental documents. Once the selection is made, you will receive a notification of the decision. If interviews are conducted, DLA uses a technique called Behavior Based Interviewing (BBI). Be sure to check your USA Jobs account for your notification updates.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
