Loading Support Services Specialist
What’s the role?
Loading Support Services (LSS) provides 24-hour support to Shell Distribution terminals, Outside Supply Points, Fuels Sales & Marketing, and the Distribution business. LSS team provides information and receives guidance from the Demand Management team for most loading issues. LSS Specialist directly interfaces with various internal and external groups to communicate with our customers efficiently and effectively, outside supply point terminal contacts, and Sales Managers to ensure we provide the best customer support possible.
What you’ll be doing
The purpose of this support activity is to enable safe and accurate product lifting at terminals, troubleshoot and determine the root cause of loading issues, to facilitate the most effective use of terminal automation systems by terminal personnel and others, and to help ensure these systems operate as intended by troubleshooting and effectively resolving problems or elevating issues to second-level support.
The role is highly customer focused, and the successful candidate will need to be adept at handling difficult calls and maintaining a positive can-do attitude.
The LSS Specialist works in a "call center" environment.
The LSS Specialist answers incoming phone calls from drivers, terminal operators, external and internal customers. Each call should be handled per defined procedures and a ticket is entered for each call.
In addition, the LSS Specialist monitors a team email inbox and monitors various systems. Most issues are researched and resolved by the LSS Specialist on the first call.
What you bring
Provide analytical assistance to drivers or customers that has loading issues that may be related to customer set-ups.
Provide first level support (24 x 7, 365 days a year) for all Shell Distribution terminals and Outside Supply Point terminals.
Monitor various systems, such as TMS and TABS.
Monitor communication of data coming in and going out to our Shell distribution terminals and TABS sites and understands the importance of timely transmission of data.
Support various internal customers.
Identify and analyze issues/problems to determine the appropriate level of response or involvement needed from other support groups.
Prioritize problems and responds to them according to the business urgency. This requires troubleshooting activities.
Provide advice, counsel, and guidance to users for all aspects of terminal operations. This includes areas of business processes and most system related questions, so technical skills are needed.
Understand and supports the Mobility business, Distribution business, and Terminal Automation systems.
Manage customer request from both phone and email communication channel.
Challenges:
This position will be required to work night hours and holidays (US and PH). Work schedules are currently rotating every four (4) months and is subject to change. May require rendering of overtime only as needed.
Experience and Qualifications:
College Graduate
Working knowledge of all/some of the key systems such as DTN TABS, GSAP, and Sales Force is preferred but not required.
Ability to understand and communicate IT-related processes and issues, so need to have capability to understand technical issues.
Proficiency with PC's and Microsoft Office suite.
Background in call-center operations (voice account and non-voice account) is preferred.
Language: English proficient (business speaking and writing)
Ability to work in shifting schedule including night shift.
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.