Customer Specialist Dutch Speaker

, Poland

Job Family Group:

Commercial and Retail

Worker Type:

Regular

Posting Start Date:

December 7, 2023

Business unit:

Downstream

Experience Level:

Early Careers

Job Description:

Customer Success Specialist is empowered to manage customer experience, relationship and satisfaction across the end-to-end journey of our customers. This job sits across the Deal Management and Order to Cash journeys forming a critical part of the Customer Fulfilment Cycle. It delivers end-to-end customer support, from contract and account set-up, through to order and payment. CSS provides Consistent, Adaptive, Reliable and Easy experiences to our customers.

Principle Accountabilities

Key business serviced is Fleet Solutions. These activities cover all customer levels including Key Accounts and Platinum Customers. The broad accountability of this role is to take ownership, drive accountability, and demonstrate and communicate improvements for our customer journey. This means being a single focal point for our customer, as well as caring for our customers.

This role may focus on some or all the accountabilities below, depending on the respective businesses size and complexity:

Deal Management:

• Bid and Tender
• Contract Management
• Pricing
• Master Data Set-up and Amend
• Data Integrity Management
• Enforcing company’s policy and contracts
• Ensuring compliance (including but not limited to: Data privacy, trade compliance, SDS)
• Troubleshooting

Order to Cash:

• Order Management
• Touchless Support and Set-up
• Dispute Management
• Credit Management
• General Inquiries and Feedback
• Meeting and/or managing customer’s expectations
• Ensuring invoices are correct and paid on time
• Building strong relationships and creating partners (customers) for life
• Getting as much information and notes as necessary to understand customer’s issues and to drive resolution and improvements

Job Knowledge, Skills and Experience

Language:

• English Language Proficiency – C1
• Additionally one of following Languages:
• Dutch Language Proficiency - C2

Skill Experience and attitude:

• Bachelor’s degree preferred (Business related major) or equivalent experience
• Previous experience in Customer service or operations
• Experience in Microsoft Office; GSAP/ H3 experience preferred
• 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
• Willingness to be a part of and contribute to a team on a journey of reinventing itself to provide best in class customer experience.

What we offer:

• Flexible working hours & hybrid working arrangement,

• Complex medical care and individual life insurance,

• Comfortable working environment: newly-built modern office with its own canteen, relax rooms, bike & car parking space,

• Improved accessibility of office and sanitary facilities,

• Attractive benefits package

If you don't see yourself fully reflected in every job requirement listed on the posting above, we still encourage you to reach out and apply. Research has shown that women and underrepresented groups often only apply when they feel 100% qualified. We are committed to creating a more equitable, inclusive and diverse company and we strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply!

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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.