Customer Success Specialist

, Philippines

Job Family Group:

Commercial and Retail

Worker Type:

Regular

Posting Start Date:

January 30, 2024

Business unit:

Downstream and Renewables

Experience Level:

Early Careers

Job Description:

Typically:
• Performs tasks according to instructions that provide some space for own interpretation. Solutions for deviations are taught.
• Shares information and answers standard questions and some complex questions; generally explains rules and procedures
• Identifies shortcomings in current processes, systems and procedures within assigned unit.
• Activities are carried out within a standardised and routine context.

This job profile contains generic information and does not describe individual positions or required job competencies. Grading decisions will also depend on other factors.

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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 of 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 & 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 trouble-shooting; 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

Manage the customer experience by performing identified tasks (i.e. credit status inquiries, blocked order management) within prescribed timeframes, in close collaboration with the FO Credit organization

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
  

Touchless Support and Setup:

Support and proactively encourage touchless uptake and utilization

Act as first level support for system interface errors 

Act as a touchless setup lead in system-to-system setup with existing Customers (BCI, EID, OCR, EDI).  Work with Customer IT teams to resolve issues and manage internal processes.
 

Fraud Support

Monitor account and payment transaction activity to identify incidents of Fraud.  
Support Fraud Managers with fraud case information requirements  
 

General Inquiries :

Handle New Business - Receive request for information or quotation from potential new Customers and connect them to the appropriate contact within Shell
 

DISCLAIMER:

Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Shell/Shell Group companies around the world. The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand. Shell is an Equal Opportunity Employer.