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Summary See below for important information regarding this job. Responsibilities Serves as Chief of the Customer Facing Division, responsible for a wide variety of customer support functions. Represents the Directorate as a customer advocate and a liaison with DLA personnel in forecasting anticipated customer requirements. Works with Supervisors in the Division to ensure customer requirements and service agreements are met in terms of quality of service, timeliness, and accuracy of order fulfillment and accuracy of demand forecasting. Reviews and approves the implementation of improvements to marketing strategies, customer relations, business developments and customer demand profiles. Works directly with the Supplier Facing Division Chiefs to ensure adequate support is available to resolve customer discrepancies and emergency requests and ensure customer requirements for good and services are executed. Reviews all Key Performance Indicators (KPIs) and metrics pertaining to Customer Relationship Management (CRM) cells, demand planning, supply chain management and Enterprise Business Systems. Requirements Conditions of Employment Qualifications To qualify for a Supervisory Customer Operations Division Chief, 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 that is typically in or related to the position to be filled. To qualify at the GS-14 level, applicants must possess one year of specialized experience equivalent to the GS-13 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: Experience working on a team which has an impact on the planning, research and development, production, testing, and delivery of commodities, equipment, services, and programs for a global customer base. Provides assignments, guidance to, and appraises work of subordinate personnel. Experience with applying laws, regulations, policies, and procedures used in supply and demand planning, order fulfillment quality assurance, and inventory management. Experience evaluating trends and conditions in order to assess a technical/quality program. The incumbent must have a clear understanding of applicable automated systems that support audit readiness, to include manual and system processes and their associated internal controls. 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 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. MILITARY SPOUSE PREFERENCE: 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 military spouse preference and are determined to be among the Best Qualified for the position, you will be referred to the hiring manager as a priority applicant at the full performance level. For Important General Applicant Information and Definitions go to: http://www.dla.mil/portals/104/documents/careers/GenAppInfoDef.pdf Reemployed Annuitants: This position does not meet criteria for appointment of Reemployed Annuitants. The DoD criteria for hiring Reemployed Annuitants can be found at: http://www.esd.whs.mil/Portals/54/Documents/DD/issuances/140025/1400.25-V300.pdf Information for Veterans is available at: http://www.dla.mil/Careers/Programs/veterans.aspx. 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.