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Customer Ops Specialist - Order to Cash

Cyberjaya-Wisma Shell

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Customer Ops Specialist - Order to Cash

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Reference ID 145693BR_EN Updated 02/09/2020 Employment Type Fixed Term Experience level Early Careers
Country Malaysia City/State Cyberjaya-Wisma Shell Work Location Cyberjaya-Wisma Shell

The Role

  • Order Management:
    • Place and amend orders, liaising with other supply chain & credit service partners as required.
    • Manage delivery of orders – take ownership of delivery status enquiries and trouble-shooting; proactively track and update Business Partners as required
    • Handle and resolve all queries from Customers
    • Schedule standard and non-standard orders
    • Process Returned Product
  • Credit Management:
    • Block Order Management – Monitor open orders, review order status and action blocked orders
    • Handle basic Customer credit enquiries on cash allocation and debt collection, including direct debit rejections, allocations, refund/write-off/write on management, Cash and non-cash security handling
  • General Inquiries:
    • Handle New Business - Receive request for information or quotation from potential new Customers and connect them to the appropriate contact within Shell
  • Dispute Management:
    • Own the end to end Disputes process, which 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.
    • Manage and monitor Customer & Distributor complaints mailbox through to resolution.
    • Ensure ordering issues are visible and managed in accordance to service level agreement
  • Online Services Support and Setup: Support and proactively encourage uptake and utilisation of online services
    • Act as first level support for system interface errors
    • Assist in online services setup for system-to-system setup with existing Customers.
    • Work with Customer IT teams to resolve issues and manage internal processes

  • Minimum Bachelor degree (CGPA 3.0 and above) in any field of study.
  • Fluent in Mandarin (reading, writing & speaking)
  • Possess strong leadership and teamwork-based experience.
  • Relevant working experience (1 – 2 yrs) in managing customer (B2C) complaints.
  • Able to cope with emotional stress, stay calm in difficult conversation.

Shell is a global group of energy and petrochemical companies, active across more than 80 countries, employing 90,000 people.

Shell Business Operations Sdn Bhd (503619-D), a LEED Platinum certified green facility in Cyberjaya, provides a wide range of professional services to support the efficient operation of the Shell Group. The Centre delivers world-class operational excellence to the business through shared operations and services that include Human Resource, Information Technology, Finance, Customer Services, Order to Delivery and Contracting & Procurement. The Centre is currently on a growth path and as part of this rapid growth, we are looking to recruit talented professionals to join us!

If you would like to be a part of an innovative energy leader that offers a rewarding career in a multi cultural environment, then apply to us today and be a part of this vibrant, world-class organisation.

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 Royal Dutch/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.

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  • Commercial and Retail, Cyberjaya, Selangor, MalaysiaRemove