Maritime Customer Operations
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.
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