وظائف شركة شل
Shell للزيوت و البترول
COS Order to Cash
Job Purpose:
This job sits within the Order to Delivery Journey forming a critical part of
the Customer Fulfilment Cycle. The Customer Operations Specialist Order to Cash
provides high quality frontline support to existing Shell Customers from Order
through to payment. Customer Operations Specialist Order to Cash drives
proactive communications, value-adding interactions and effective issue
resolution, providing best-in-market Customer experience
Principal Accountabilities:
This role may focus on some or all the accountabilities below, depending on
operational requirements. Businesses serviced include but are not limited to:
Global Commercial, Commercial Fleet and Retail. These activities cover all
Customer levels including Key Accounts and Platinum Customers.
Order Management:
Place, amend and orders, liaising with other service partners in LSC, OTD &
Credit as required. Apply the appropriate freight charges and surcharges as
required
Provide change information of planned shipments to schedulers and scheduling
admin team, particularly to VMI Customers
Manage Delivery Status – take ownership of delivery status enquiries and
troubleshooting; proactively tracking and Business Partners as required
Delivery Schedule Support Service - proactively call out to Customer, to manage
Delivery issues
Schedule standard and non-standard orders (packed product)
Process Returned Product
Credit Management:
Debt Collection & Cash Allocation – Administer debt collection, including direct
debit rejections, allocations, refund/write-off/write on management, Cash and
non-cash security handling
Block Order Management – Monitor open orders, review order status and action
blocked orders
Handle basic Customer credit enquiries
Requirements:
Skills & Experience:
Bachelor degree preferred (Business related major) or equivalent experience
Previous experience in Customer service or operations
English Language Proficiency
Experience in Microsoft Office; GSAP
Possess a strong Customer service ethic and ability to understand, meet and
champion the Customer’s needs, while staying within the policies and procedures
of Shell
Understand Shell’s Offer Book and customer value proposition
Able to demonstrate a continuous improvement mind-set
Demonstrated communication and relationship building skills
