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Customer Ops Specialist-Order to Cash

Makati City

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Customer Ops Specialist-Order to Cash

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Reference ID R4228 Updated 15/12/2020 Employment Type null Experience level Early Careers
Country Philippines City/State Makati City Work Location Makati City

The Role


1.Order Management:

•Place, amend and orders, liaising with other service partners in Airport Ops, OTD & Credit as required.   Apply the appropriate freight charges and surcharges as required

•Provide change information of customer flights in the Into Plane Business to Airport Ops

•Manage Delivery Status – take ownership of delivery status enquiries (Fuel Release/Authorization) and trouble-shooting; proactively tracking and Business Partners as required

•Delivery Schedule Support Service - proactively  call out to Customer, to manage issues in supply or probable cause of delay on giving product

•Schedule standard and non-standard orders (Regular AFA or Emergency fueling)

•Coordinate for approval of AFAs with Trade Control Issues

•Process Returned Product (Defueling, Product Swap)

•Manage emergency re-fuelling service & fuel requests of Into Plane Aviation Customers

2.Credit Management

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

 3.Dispute Management:

•Own the end to end Disputes process for Sold To, 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

4.Feedback and Issues:

•Manage Customer complaints feedback and compliments.  Liaise with resolution owners, and  other Service Partners as required.  Close the loop with customers. This includes close the loop activities for feedback given through Customer Service Index (CSI)

5.Manage elements of the DFOA process:

•Manage and monitor Customer & Distributor complaints mailbox through to resolution.

•Ensure DFOA related ordering issues are visible and managed in accordance to service level agreement

6.Touchless Support and Setup:

•Support and proactively encourage touchless uptake and utilisation

•Act as first level support for system interface errors

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

7.General Inquiries :

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

8.Peer support:

•Help train new joiners through floor support, Side by Side and Classroom Training as needed in accordance to 70-20-10 model

•Assist colleagues in troubleshooting issues and escalations including but not limited to Super User responsibilities

Dimensions :  

This job sits within the Order to Delivery and Bill to Cash 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 

Skills & Requirements :  

•Customer Language Proficiency (at least 1 if multiple language business) – C1

English Language Proficiency – B2

•Bachelor 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

•Understand Shell’s Play Book and customer value proposition

•Able to demonstrate a continuous improvement mind-set

•Demonstrated communication and relationship building skills

Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities 

Additional Information :  

-Requires schedule flexibility working on Night Shift but not limited to that. 

-24x7 environment and business

-Working on Holidays

-Prior knowledge and experience to the Aviation Business, SAP and is an advantage 

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, Makati City, National Capital Region, PhilippinesRemove