Customer Success Specialist
What's the role
This job sits within the Order to Delivery 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
What you'll be doing
Principal Accountabilities:
This role may focus on some or all of the accountabilities below, depending on operational requirements. Businesses serviced include but are not limited to: Global Commercial, Commercial Fleet and Retail. These activities cover all Customer levels including Key Accounts and Platinum Customers.
Order Management:
- Place, amend and orders, liaising with other service partners in LSC, OTD & Credit as required. Apply the appropriate freight charges and surcharges as required
- Provide change information of planned shipments to schedulers and scheduling admin team, particularly to VMI Customers
- Manage Delivery Status – take ownership of delivery status enquiries and trouble-shooting; proactively tracking and Business Partners as required
- Delivery Schedule Support Service - proactively call out to Customer, to manage Delivery issues
- VMI Tank Dip, Run-Out and Enquiries: Handle and resolve all queries from B2B fuels VMI Customers
- Schedule standard and non-standard orders (packed product)
- Process Returned Product
- Commercial Fleet: Block Cards within required SLA
Credit Management
- Manage the customer experience by performing identified tasks (i.e. credit status inquiries, blocked order management) within prescribed timeframes, in close collaboration with the FO Credit organization
Dispute Management:
- Own the end to end Disputes process for 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
Feedback and Issues:
- Manage Customer complaints feedback and compliments. Liaise with resolution owners, and other Service Partners as required. Close the loop with customers
Lubricant Service Administration:
- Provide basic Customer advice about the scope of the Lubes Analyst Play Book, escalate any consultative advice to Technical Helpdesk. Coach Customers on how to use the Shell Lubes Analyst systems when recording new machines and oil samples
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
Touchless Support and Setup:
- Support and proactively encourage touchless uptake and utilisation
- Actas first level support for system interface errors
- Act as a touchless setup lead in system-to-system setup with existing Customers (BCI, EID, OCR, EDI). Work with Customer IT teams to resolve issues and manage internal processes.
Fraud Support
- Monitor account and payment transaction activity to identify incidents of Fraud.
- Support Fraud Managers with fraud case information requirements
General Inquiries :
- Handle New Business- Receive request for information or quotation from potential new Customers and connect them to the appropriate contact within Shell
Job Knowledge, Skills & Experience:
Language:
- Customer Language Proficiency (at least 1 if multiple language business) – C1
- English Language Proficiency – B2
What you bring
- Bachelor degree preferred (Business related major) or equivalent experience
- Previous experience in Customer service or operations
- Experience in Microsoft Office with experience in using social media platforms including twitter/Facebook
- Possess a strong Customer service ethic and ability to understand, meet and champion the Customer’s needs, while staying within the policies and procedures
- Able to act as a Shell Brand Ambassador in a ‘voice of Shell’ role with Live Chat and social media platforms
- Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities
- Able to demonstrate resilience and patience, especially when interacting with challenging Customers
- Able to demonstrate interchangeable communication skills, by communicating effectively in writing, by phone, or by live chat and social media channels professionally, accurately, and quickly
- Able to demonstrate a continuous improvement mind-set
What we offer
An innovative place to work
There’s never been a more exciting time to work at Shell. Everyone here is helping solve one of the biggest challenges facing the world today: bringing the benefits of energy to everyone on the planet, whilst managing the risks of climate change.
Our business has been built on a foundation of innovative technology and skilled employees. By providing energy to sustain people’s lives for more than a hundred years, Shell has become one of the world’s leading companies.
Join us and you’ll be adding your talent and imagination to a business with the ambition to shape the future. At Shell, everyone does their part.
An inclusive place to work
Shell is working to become one of the most diverse, equitable, and inclusive organizations in the world. We are taking steps to create an environment where everyone – from our employees, to our customers, partners, and suppliers – feels valued, respected, and has a strong sense of belonging.
To achieve this, we must ensure all people are treated fairly, irrespective of their race, color, religion, age, gender, sexual orientation, gender identity, marital status, disability, ethnic origin, nationality, or other status.
To power progress together, we need to attract and develop the brightest minds and make sure every voice is heard. Here are just some of the ways we are nurturing an inclusive environment – one where you can express your ideas, extend your skills, and reach your potential.
We’re closing the gender gap – whether that’s through action on equal pay or by enabling more women to reach senior roles in engineering and technology.
We’re striving to be a pioneer of an inclusive and diverse workplace, promoting equality for employees regardless of sexual orientation or gender identity.
We consider ourselves a flexible employer and want to support you finding the right balance. We encourage you to discuss this with us in your application.
A rewarding place to work
Combine our creative, collaborative environment and global operations with an impressive range of benefits and joining Shell becomes an inspired career choice.
We’re huge advocates for career development. We’ll encourage you to try new roles and experience new settings. By pushing people to reach their potential, we frequently help them find skills they never knew they had, or make career moves they never thought possible.