Announcement Number SA-14-0240T
Position Title & Grade Customer Service Representative, KGS-0303-5/6
Opening Date 2014-04-11
Closing Date 2014-04-17
Organization Transportation Branch, Theater Consolidation & Shipping Point, Defense Logistics Agency Distribution Korea, APO AP 96260-5758
Duty Location Waegwan
KGS-5 : Between 14,429 Won and 20,692 Won
KGS-6 : Between 16,208 Won and 23,319 Won
TOUR OF DUTY: 40 hours per week
AREA OF CONSIDERATION: All current USFK KN employees located in Area IV, serviced by Civilian Human Resources Agency - Far East Region
NOTE: 1. Target Grade of this position is KGS-6. If the position is filled at the lower grade than target grade, the incumbent may be promoted to target grade non-competitively upon satisfactory completion of the job requirements, recommendation by the supervisor, and subject to meeting time-in-grade and qualification requirements. 2. This position has been designated as KN EMERGENCY-ESSENTIAL (MISSION ESSENTIAL). KN EE (ME) Position Agreement Form (USFK Form 200EK) must be signed prior to appointment of the selectee for this position. 3. Relocation Allowance will NOT be authorized for the selectee from outside the commuting area.
KGS-6 : Incumbent works under general supervision of the DLA Distribution Korea Process Improvement Specialist. The supervisor furnishes general instructions as to the scope of particular projects in the assigned area of responsibility. The employee independently plans and carries out the assignments, coordinating work with others, determines the approach and methodology to be used, and keeps the supervisor advised of particularly controversial problems encountered. Review is made for adherence to policies, attainment of objectives, and ultimately, for effectiveness of the completed application. Serves as the primary point of contact with the customer on the work ticket for status, liaison, and close out. Generates a work ticket in the Customer Inquiry Management System (CIMS) recording the nature of the Customer's call, description of work, priority, and any additional information needed. Monitors work tickets in progress and ensures they are completed and closed out accurately and in timely manner. Performing limited scope of analysis & evaluating work on the effectiveness of Distribution performance for all types of Distribution service to its customers. Collects, compiles and maintains statistical data as well as type and frequency of all other Customer complaints and inquiries. Contacts applicable branches and sections to validate and identify the cause of the complaint and coordinates with the supervisors complaint resolution to the customer's satisfaction. The incumbent will require proficient English communication skill and is required to be clearly understood when speaking, and written as the person interfaces with customers on a daily basis. As a project team member, collaboratively defines the areas where the variation and waste exists, measures the current procedures to check where the variation comes from by collecting statistical/historical data, develops an implementation plan for improvements, informs the project manager of the analysis to make final decisions. Assists CPI manager in measuring, collecting and analyzing data on various CPI projects. Must be competent in the use of MS Office Software such as Excel, Access, and PowerPoint to maintain required databases, extract, and/or download data, and develop presentation graphics required by assignments. Performs other duties as assigned.
KGS-5: One year of specialized experience at grade level of KGS-4 or equivalent.
KGS-6: One year of specialized experience at grade level of KGS-5 or equivalent.
SPECIALIZED EXPERIENCE: Experience which has equipped the candidate with the particular knowledge, skills, and abilities (KSAs) to successfully perform the duties of the position. To be credited, specialized experience must have been at least equivalent to the next lower grade level.
ENGLISH LANGUAGE COMPETENCY: 1. The American Language Course Placement Test (ALCPT) socre of 60 is required. 2. The passing score of former English Language Proficiency Test (B Series) may be substituted for ALCPT requirement. 3. The TOEFL score of 450 (or 133 on the computer-based test) or TOEIC socre of 550 may be substituted for ALCPT requirement. Applicant must indicate the TOEFL/TOEIC score on the application (item #17) and submit official copies of test scores. TOEFL and TOEIC scores are valid for two years from the exam date. TOEFL scores must be provided to the CHRA-FER from the ETS.
SUBSTITUTION OF EDUCATION FOR EXPERIENCE : Successfully completed education of four years above the high school level in a ROKG authorized or recognized college, university may be substituted for the experience required at grade KGS-5. Education cannot be substituted above the KGS-5 level.
HOW TO APPLY : Applicants must submit an Application for Employment (USFK Form 130EK) by on-line resume. It is imperative that each item of the application be accurately and completely filled in and properly certified. Application that are not completed, incorrect will not be processed. You may get a specific guidance for it thru “How to Build an Application” on the web site, https://cpolrhp.cpol.army.mil/fer.
WHERE TO APPLY : Applications should be sent to CHRA-FER thru on-line web site, https://cpolrhp.cpol.army.mil/fer/.
Applications submitted without on-line resume (hand-carry, post mail, fax, e-mail, etc.) will not be processed.
EMPLOYMENT POLICY : It is the policy of USFK to employ based on qualifications and merit. No employee may request, offer, or accept gratuity, in exchange for employment or promotion within USFK, nor may they interfere with applicants exercising their rights to apply for consideration. Any employee found guilty of these practices will be subject to removal from USFK employment. Anyone aware of acts or omissions contrary to this policy is urged to immediately contact the servicing CHRA/HRO/CPF or HQ USFK, CPD, ATTN: FKCP-SES, Unit #15237, APO AP 96205-5237.
ADDITIONAL INFORMATION : For more information on Korean National employment program, please contact Civilian Personnel Advisory Centers: Taegu 053-470-7825 (DSN: 768-7825)