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Job Description

To qualify for a Customer Account Specialist, your resume and supporting documentation must support: A. Specialized Experience: One year of specialized experience that equipped you with the 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: Experience managing customer accounts and resolving a variety of issues related to order fulfillment, such as processing sales orders, correcting billing errors, and tracking order status from initiation to completion. Experience utilizing Customer Relationship Management (CRM) or Enterprise Resource Planning (ERP) system (such as SAP, EBS, or similar platforms) to manage customer data, analyze transactions, and troubleshoot system-related processing errors (e.g., IDocs). Experience analyzing customer service data and operational metrics to identify performance trends, report on findings, and recommend process improvements to enhance customer satisfaction and operational efficiency. Experience providing guidance and support to other team members on customer service policies and procedures and coordinating with other departments (such as procurement or finance) to resolve complex customer inquiries and support issues. 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.