Customer Relationship Coordinator - PE

Texas, United States of America

Job Family Group:

Business Administration

Worker Type:

Regular

Posting Start Date:

April 10, 2025

Business unit:

Downstream and Renewables

Experience Level:

Early Careers

Job Description:

What’s the role

• To support the new Polyethylene (PE) business in Shell Chemicals and our ambition of providing the unrivaled polymers experience to our customers.

• To serve PE customers by taking responsibility of commercial relationship management for a defined group of customers and proactively liaising with other functions within Shell Chemicals for the full Offer-To-Cash arena.

What you’ll be doing

• Act as the primary customer contact to process customer orders in an efficient and error-free way and deal with any customer queries or complaints. This includes order capture, commitment to orders, resolution of obstacles to commitment (product supply, commercial, transport, HSSE and finance), confirmation, progression, order-amendments, invoicing, cash collection, managing complaints, tax and some export related issues.

• Build customer relationships via proactive customer calling, sensing, collecting Customer Intelligence and feeding it back to relevant Commercial colleagues.

• Actively promote e-Commerce, be fluent in various e-Commerce tools and able to assist customers with queries concerning these tools.

• Pro-actively liaise with the Account Executive to ensure credit issues are resolved with support from the credit organization as appropriate, receivables processes run smoothly, and overdue payments are collected effectively without jeopardizing customer relationship.  The CRC has joint ownership with the Account Executive for the cash collection process.

• Ensure customer master data is kept up to date, both in systems and in files.

• Make sure that control, legal and fiscal requirements are met and that evidence/authorizations are kept safely and rigorously for audit purpose.

• Liaise with HSSE, Carriers, Logistics, and Supply (internal and external), to ensure customer orders are fulfilled safely and satisfactorily and problems are resolved efficiently and timely.

• Contribute to Continuous Improvement mindset ensuring current processes are fit for purpose and efficient to provide excellent customer service.

• Occasionally manage stock levels at customer sites either as consignment stock or through a Supplier Managed Inventory system to optimize customers off take pattern with the cost of supply.

• High level of ownership, empowerment and discretion to resolve issues and complaints raised by customers in a quick and effective way.

What you bring

• Must have legal authorization to work in the US on a full-time basis for anyone other than current employer

• Minimum of 3 years work related experience

• Experience in working directly with Polyethylene or Chemicals Customers Required

• Strong Customer Focus and Service Mindset

• Good Communicator, both verbally and in writing

• Proactive and decisive problem solver with good root cause analytical skills

• Performance driven and cost conscious

• Flexibility and openness to change, eager to learn and develop

• Demonstrate clear commitment to factors affecting HSE.

• Competent in use of IT systems (SAP required)

• Knowledge of Quality & HSE Management Systems, Inco terms, Export Regulations, competition law and letters of credit is beneficial

• Strong team working, relationship building and stakeholder management skills

What we offer

The base salary range for this position is $66,000- $98,000 per year.  Individual pay will be based on various factors, such as relevant work experience, education, certifications, skill level, seniority, and internal equity.   

For regular full-time or regular part-time employees of the Company (participating companies as listed in the Summary Plan Description), insurance coverage options include medical, dental, vision coverage, life Insurance, Business Travel Accident Insurance, and Occupational Accidental Death Benefit programs. Employees also participate in a company pension plan and a 401(k) plan. Paid leave includes up to 6 weeks of paid vacation time, up to 11 paid holidays, and parental leave offering 16 weeks of paid leave for birthing parents, and 8 weeks of paid leave for non-birthing parents.

Additionally, employees are eligible for short-term disability le