Customer Support

DLA is committed to providing superior logistics customer support to both our Department of Defense and civil agency customers. DLA representatives are an integral part of DLA’s efforts to meet that commitment. Their mission is to provide quality customer assistance on a continuing basis and alert the proper DLA activities of significant problems that could affect our support, services, or customer satisfaction. They are also available to provide basic information about DLA and give you information on the DLA support initiatives that can best serve your particular needs.

The Land Customer Operations Directorate enhances demand planning and customer and weapon systems account management while also serving as Defense Logistics Agency's forward presence at select customer locations.


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From foxhole to factory, DLA Land and Maritime is DLA’s single provider for land materials. We support you with demand planning for repair parts, requisition support and more. Our customer service representatives are located around the world to ensure you have the readiness you need to accomplish your mission.

Our Vision

To improve and strengthen communication with DLA customers by providing information to resolve logistics support deficiencies and improve Readiness throughout the Department of Defense.

Our Mission Statement

The Land Directorate of Customer Operations (DCO) exists to ensure on time, on-target readiness support of land forces. That our customers receive the right item, at the right time to build & sustain readiness.  From formal collaboration and demand planning for repair parts, to resolving backordered requisitions, to addressing issues impacting operational readiness or depot production schedules, Land Customer Operations is engaged from foxhole to factory, identifying, projecting, and answering our customers' current and future needs. We use multiple collection and analytic methods to continually scan the horizon to detect trends and issues, and collaborate with our procurement (Supplier Ops) and financial colleagues across the DLA enterprise to keep DLA's aim in front of the ground forces' requirements and emerging trends.

 

Our structure

To achieve our goals we have divided our organization into several divisions to focus on various aspects of DCO Land’s mission.  DCO Land consists of three focus areas: Land Operating Forces Division (QLA), Land Industrial Division (QLB), and Land Weapons Systems Division (QLR).

Land Operating Forces Division (QLA):

  • Provides DLA Forward Presence and execution at operational sites to include Customer Support Representatives (CSR) and Customer Logistics Site Specialists (CLSS).

  • Provides Customer Account Specialist support to Operating Forces DoDAACs; ensuring order processing accuracy/timeliness and prompt response to Supply Assistance Requests.

  • Develops and adjusts demand plans to anticipate and meet operational customer requirements.

  • Conducts customer site visits and coordinates training.  Collects and evaluates statistical data and actionable intelligence in order to anticipate customer needs.

Land Planning and Industrial Division (QLB):

  • Provides DLA Forward Presence and execution at operational sites to include Customer Support Representatives (CSR) and Customer Logistics Site Specialists (CLSS).

  • Provides Industrial Customer Account Specialist expedite support to Army and Marine Corps depots across all DLA Supply Chains.

  • Develops and adjusts demand plans along with actionable intelligence to meet operational and industrial customer requirements.

  • Conducts and participates in Industrial Forecast Support Groups (IFSG) at customer locations.

  • Provides support to the Army’s CCIR and USMC’s MSST for critical depot parts.

  • The Retail division has been established to determine what items should be forward stocked at particular customer’s locations and in what quantities to ensure a steady flow of parts.

Land Weapon Systems Division (QLR):

  • Responsible for monitoring and enhancing both weapon systems readiness and service to military customers.

  • Work closely with Program Manager’s and ILSC’s to address system wide support issues for DLA supported weapon systems.

  • Life Cycle responsibilities – Maintain system specific DLA supply metrics.  Advocates investment and acquisition strategies.

  • Develops proactive weapon system support initiatives.

  • Provides weapon system support to depot programs.

  • Participates with the military service in preparing integrated logistics support plans and in material readiness reviews to determine effectiveness of DLA support to weapon systems.

  • Provides information, such as supply availability about weapon system items managed by DLA, to Weapons System Program Managers.

  • Land Readiness Room – services as the single point of entry to provide support for mission essential DLA managed parts influencing operational readiness.  Maintains collaborative partnership with Commands to expedite procurement and delivery of mission critical parts in support of the warfighter.  Maintains visibility on readiness of deployed forces and works toward resolving critical supply problems, which influence material readiness of the Armed Forces. 

Picture of Land and Maritime employee in a combat vehicle


 

The Maritime Customer Operations Directorate is the customer-facing portion of the DLA Enterprise that is responsible for Customer Relationship Management (CRM) with Navy Surface, Subsurface, Operational Forces, Industrial, Coast Guard and Army/Navy Foreign Military Sales programs.

CRM is a customer-focused strategy that uses people, processes and tools to set and meet mutual expectations that optimize value for both the customer and DLA. As a best commercial practice, it is the part of the Enterprise Business System (EBS) initiative that combines with commercial-off-the-shelf software to revolutionize the way DLA conducts business and to strive to improve military readiness by achieving the Joint Vision 2020 concept of Focused Logistics.

We are the "Customer Service Representatives" to you, our customers.

Organization

The Customer Operations Directorate is divided into two primary divisions, QMA - Nuclear Reactors Program (NRP) and Operating Forces, and QMB - Industrial and Foreign Military Sales (FMS). They are responsible for receiving, processing and maintaining customer orders; creating demand plans on both a historical and collaborative basis; and receiving and resolving customer complaints. A third division, QMR - Readiness/Weapon System Support, works at the weapon system level to monitor DLA's impact on readiness, system degraders and optimum levels of support.

For 24/7 Assistance

DLA Virtual Call Center 1-877-352-2255
dlacontactcenter@dla.mil

Maritime Customer Operations Support Contacts

QMA l QMB l QMR l QMI l Leadership

QMA

Provides the unified face to subsurface and surface operational forces, Trident Refit Facilities, and the Nuclear Reactors Program (NRP)

NRP/Attack Submarine Cell
DSCC-QMAA@dla.mil
DSN 850-4510, Comm. 614-692-4510

Trident Submarine Cell
DSCC-QMAB@dla.mil 
DSN 850-4510, Comm. 614-692-4510

Surface Support Cell
DSCC-QMAC@dla.mil 
DSN 850-4505, Comm. 614-692-4505

QMA Division Chief
DSCC-QMA@dla.mil
DSN 850-9602, Comm. 614-692-9602


QMB

Provides the unified face to Naval Shipyards, Army/Navy Foreign Military Sales (FMS) and other Naval activities.

Ship Maintenance Cell
DSCC-QMBA@dla.mil  
DSN 850-4501, Comm. 614-692-4501

Army/Navy FMS Cell
DSCC-QMBC@dla.mil  
DSN 850-4541, Comm. 614-692-4541

Navy/Coast Guard Collective Cell
DSCC-QMBD@dla.mil  
DSN 850-4509, Comm. 614-692-4509

QMB Division Chief
DSCC-QMB@dla.mil  
DSN 850-6742, Comm. 614-692-6742


QMR

Works directly with the Weapon System Program Managers (WSSM) to provide the best value logistics and contract management support to over 430 weapon systems for America's Maritime forces.

Nuclear Reactors Program
DSCC-NRP@dla.mil  
DSN 850-7330, Comm. 614-692-7330

Minesweeper Platforms
DSCC-MHC_MCM@dla.mil  
DSN 850-7644, Comm. 614-692-7644

Submarine and Strategic Weapon Systems
DSCC-SUBS@dla.mil  
DSN 850-7987, Comm. 614-692-7987

Aircraft Carrier and Launch and Recovery Gear
DSCC-ALRE@dla.mil  
DSN 850-1461, Comm. 614-692-1461

Cruiser/Destroyer Platforms
DSCC-CRU_DES@dla.mil  
DSN 850-7480, Comm. 614-692-7480

LPD-17, LM2500 & LCACs
DSCC-LPD@dla.mil  
DSN 850-7644, Comm. 614-692-7644

QMR Division Chief
DSCC-QMR@dla.mil  
DSN 850-3764, Comm. 614-692-3764


QMI

Item Planning Division does Demand Planning for Maritime Sub Surface/Carrier, Surface, and Maritime Miscellaneous Item Planning

Sub Surface/Carrier I & II
DSCC-QMIA@dla.mil  
DSN 850-4977, Comm. 614-692-4977

Surface Item Planning Team
DSCC-QMIB@dla.mil  
DSN 850-4977, Comm. 614-692-4977

MCM/LCAC Planning Team
DSCC-QMIC@dla.mil
DSN 850-4977, Comm. 614-692-4977


Leadership

Director: Customer Operations Directorate
MaritimeQM.Director@dla.mil  
DSN 850-3121, Comm. 614-692-3121

Deputy Director: Customer Operations Directorate
MaritimeQM.Deputy@dla.mil  
DSN 850-3659, Comm. 614-692-3659