Summary See below for important information regarding this job. Responsibilities Informs customers of new and existing DLA services and capabilities; ensures customers are kept abreast of changes to products that they order on a regular basis. Provides detailed implementation guidance for new/revised policies, practices, and procedures developed to resolve recurring problems and/or improve customer service. Provides customer assistance in entering and processing sales orders, through Web Based Ordering system. Expedites the resolution of customer problems, based on knowledge of material, vendor, and finance master data records within EBS. Evaluates and addresses performance trends based on analysis of Key Performance Indicators (KPIs), operating metrics, and other reports. Conducts detailed program reviews that involve evaluating, advising on, and improving the effectiveness of a broad range of customer service/support programs. Conducts site-reviews to evaluate the effectiveness and e...