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USAJOBS · 2 days ago

Lead Customer Relationship Specialist

Houston, Texas, USA

Full-time

Onsite

Mid, Senior Level

$123K/yr - $160K/yr

1+ years exp

USAJOBS is part of the Department of Defense and is seeking a Lead Customer Relationship Specialist. This role involves leading a CRM team, serving as the primary contact for customer order fulfillment, and participating in customer outreach initiatives.

ConsultingGovernmentHuman ResourcesInformation TechnologyInternetStaffing Agency

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Serves as a lead member within a Customer Relationship Management (CRM) Cell or Segment support team (training, overseeing workload and briefing internal/external customers)

Serves as the primary customer facing point of contact for the Order Fulfillment process

Works with the customer account specialists in identifying their needs, solving or coordinating timely resolution of customer orders/support problems

Serves as an active participant in customer outreach initiatives to assess customer satisfaction and inform customers of new DLA capabilities

Works through organizational groups to resolve the status of an item and provide emergency customer support

Qualification

Order FulfillmentCustomer ServiceDemand PlanningCRM SystemsProgram EvaluationTeam LeadershipInterpersonal SkillsDecision Making

Required

Must be a U.S. citizen

Tour of Duty: Flexible Schedule

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: Yes

Selectees are required to have a REAL ID or other acceptable identification documents to access certain federal facilities

Financial Disclosure Requirement: Required

Defense Acquisition Workforce position. Must complete DoD certification and other requirements

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

Creditable specialized experience includes: Provide oversight and guidance to a team responsible for order fulfillment, demand planning, or marketing techniques

Conduct detailed program reviews for evaluating, advising and improving customer service/support programs

Provide guidance to the Order Fulfillment process including defense distribution systems and other web-based ordering applications

Conduct briefs to internal and external customers to address, identify and clarify their requirements as requested

Disperse guidance for new/revised policies, practices and procedures developed to resolve recurring problems and/or improve the quality of customer service