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Project Customer Success Specialist

Makati City
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Project Customer Success Specialist

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Reference ID R57338 Updated 13/01/2022 Employment Type Full time Experience level Early Careers
Country Philippines City/State Makati City Work Location Makati City

The Role

Job Description

Key accountabilities:

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

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
  • Act as 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.

General Inquiries :

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

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, Metro Manila, PhilippinesRemove