وظائف شركة شل Shell للزيوت و البترول
Customer Success Specialist
Job Purpose
This job sits
within the Customer Operation Journey forming a critical part of the Customer
Fulfilment Cycle. The Customer Success Specialist provides high quality
frontline support to existing Shell Customers from Order to payment. Customer
Operations Specialist drives proactive communications, value-adding
interactions, and effective issue resolution, providing best-in-market Customer
experience. Customer Value Proposition that sets Shell apart from its
competitors. And supports Account Managers in on-boarding Customers to Shell and
delivering all relevant changes to the customer agreement throughout the
contract life cycle. The CSS pricing and the contract set up, amendment and
management process.
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, 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
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
Dispute Management
Own the end to end Disputes process for Quantity, Pricing, Tax and Master Data
Disputes. This includes logging of dispute, undertaking initial investigation
and root cause analysis, liaising with key interfaces to resolve disputes. Close
the loop with Customer on case outcome and confirm closure of case
Feedback and Issues
Manage Customer complaints feedback and compliments. Liaise with resolution
owners, and other Service Partners as required. Close the loop with customers.
Lubricant Service Administration
Provide basic Customer advice about the scope of the Lubes Analyst Play Book,
escalate any consultative advice to Technical Helpdesk.
Coach Customers on how to use the Shell Lubes Analyst systems when recording new
machines and oil samples
Contract Management
Work with Account Managers to provide pre-offer, offer and contract management
support for standard and non-standard contract set up and maintenance, in
compliance with the Offer Book
Execute contract legal and fiscal requirements, working with local legal focals
Follow-up directly with customers on missing contract documentation
Ensure contracts are signed and stored in line with local country requirements
Review contract performance as part of SCM process
Own contract documentation archiving and termination of customer contracts
Support preparing for tender bids
Securing 100% Compliance
General
Inquiries
Handle New Business - Receive request for information or quotation from
potential new Customers and connect them to the appropriate contact within Shell
Education Requirement/Field of Study: Bachelor’s Degree
Requirements
Skills &
Experience
Bachelor's degree preferred (Business/finance related major) or equivalent
experience
Previous experience in Customer service or operations
English Language Proficiency
Experience in Microsoft Office; GSAP
Data Analytics & Insights
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
Able to demonstrate a continuous improvement mind-set
Demonstrated communication and relationship building skills
Demonstrate a willingness to be coached, showing an openness to feedback and
performance improvement opportunities
Value Chain Understanding
Commercial & Economic Acumen
Contract Management
