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 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: https://www.esd.whs.mil/Portals/54/Documents/DD/issuances/140025/140025\_vol300.PDF 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 Policy The Defense Logistics Agency (DLA) is committed to maintaining a safe, drug-free workplace. All DLA employees are required to refrain from illegal drug use on and off duty. DLA conducts pre-employment, reasonable suspicion, post-accident, and random drug testing. Applicants tentatively selected for employment in testing designated positions will undergo a urinalysis to screen for illegal drug use prior to appointment. Refusal to undergo testing or testing positive for illegal drugs will result in withdrawal of the tentative job offer and a six-month denial of employment with DLA from the date of the drug test. Employees in drug testing designated positions are subject to random drug testing. The DLA drug testing panel tests for the following substances: marijuana, cocaine, opiates, heroin, phencyclidine, amphetamines, methamphetamines, fentanyl, norfentanyl, methylenedioxymethamphetamine (MDMA), methylenedioxyamphetamine (MDA), and opioids. ADVISORY: Use of cannabidiol (CBD) products may result in a positive drug test for marijuana. DLA employees are subject to Federal law and under Federal law, Marijuana is a Schedule I drug and is illegal. This position is being filled as Temporary 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 Temporary/Time-Limited Appointment NTE (2 years), and extended in increments of up to one year, NTE a total of three 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.