وظائف شركة شل Shell للزيوت و البترول
Customer Success Specialist
Principal Accountabilities:
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.
Pricing:
Set up and maintain end to end pricing data, including confirming pricing,
managing price increases and changes, implementing rebates and charge backs,
investment deals, invoice accuracy, and resolving pricing related errors and
disputes (also covers Distributor DFOA Customers)
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 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.
