Customer Success Specialist

Customer-Centric Responsibilities (70%)

• Meet Shell Card (EuroShell) customers’ requests and communicate with global stakeholders regarding operational issues.
• Deliver CVP for Road Services and Third-Party Networks, supporting Third Party Cards acceptance at Shell Network.
• Support Customer Operations Team leader in compliance with Sales Contract policy for Road Services contracts, including contract management throughout the lifecycle. Maintain the contract clause library following changes in policy or legislative requirements. Act as a link between customers and 3rd party service providers.
• Respond to customer requests related to the administration and 3rd party service provider relationship of road services.
• Act as focal point for 3rd party service providers when changes occur in administrative processes associated with Road Services.
• Ensure accuracy of Shell Card business materials and Road Services marketing materials for use by the Sales Team. Verify application forms comply with 3rd party service provider requirements and register customer applications.
• Contract management – align to commercial conditions, follow, storage of contracts.
• Update local training materials related to Road Services.
• Welcome and support new customers for Shell Card. Provide administrative support as a follow-up to AM activities. Ensure customer satisfaction through proactive after-sales outbound calls.
• Train customers on CVP elements such as Fleethub, e-alert, EID, and local Cards systems for Shell Card.
• Identify and recommend CI initiatives, support or lead CI projects as agreed with the Line Manager.
• Maintain Cards Customer and Dealers Pricing data in a timely and accurate manner, in line with pricing policies and controls.
• Manage pricing: set up price-related reference data in cards systems, create new bonus, price-related schemes, and fee schemes.
• Resolve Salesforce workflow items within agreed SLAs and complete them in the system.
• Create chargeback transactions in the cards settlement system for pricing-related errors, ensuring correct parties are debited.
• Monitor and administrate billing adjustments and chargebacks to correct transactional pricing errors. Ensure audit trail and required MOA approval.
• Calculate and update customer list price and discount/rebate/dealer contribution changes in line with pricing policy, seeking approvals as per MoA.
• Send list prices/formula prices to card customers via various formats (email, fax, letter, etc.) and update the website with new prices if applicable.
• Notify customers of pricing changes and update the customer price notification file.

• Informing the global pricing team about the updated Turkey fuel prices, update them via GFN with the approval received.
• Preparing the GPRF form for the customs tax payment to be made by the Krakow team regarding the cargoes that are processed by the customs in line with the Shell card orders. Following up the process for the cards to reach the headquarters after the tax payment is made.

• Raising tickets for penalty objections from customers through the portal of 3rd party companies from which service is received and providing customer information by following the process.
• Raising tickets or request CR via Service Now (SNOW) for both Euroshell desk and other desks when necessary.
• Participating in global meetings on a weekly, monthly and 6 month basis.

Sales Support Responsibilities (30%)

• Collaborate with Sales and Contract Management teams to identify opportunities to up-sell Road Services (incl. VAT Recovery) to customers.
• Negotiate with Road Services providers for special terms beyond standard offerings, liaising with the Sales Team.
• Support FBAMs/KAMs assigned to the portfolio, including first cold calls, visits, and offers for Shell Card.
• Coordinate Service Providers and push delivery of CVPs (Shell Card Road Services, Pricing for eS, Credit, etc.).