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Loading Support Services (LSS) Specialist

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Reference ID 132597BR_EN Updated 29/01/2020 Experience level Experienced Professionals
Country Philippines City/State Manila Work Location Manila

The Role

Purpose
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 trouble-shooting 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 Analyst 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.

Accountabilities
Provide analytical assistance to drivers or customers having loading issues that may be related to customer set-ups. Support including all of the following:
  • Commissioning/decommissioning of OSP locations- setting up EDI data, e.g. Toptech Data Services (TDS), and master data processes- providing TDS support. As a member of the LSS Team, the LSS Specialist provides first level support (24 x 7, 365 days a year) for all Shell Distribution terminals and Outside Supply Point terminals.
  • Monitors various systems, such as TMS and TDS.
  • Supports numerous internal and external key stakeholders, effective communication skills are required.
  • Monitors communication of data coming in and going out to our Shell distribution terminals and TDS sites, and understands the importance of timely transmission of data.
  • Identifies and analyzes issues/problems to determine the appropriate level of response or involvement needed from other support groups.
  • Prioritizes problems and responds to them according to the business urgency. This requires troubleshooting activities.
  • Provides 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 Fuels Sales & Marketing business.
  • Understands and supports the Distribution business.
  • Understands and supports Terminal Automation systems.


  • Working knowledge of all/some of the key systems including TMS, TDS, USIB, Korem, Comet, TABS/Petroex systems, and GSAP
  • 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.
  • Terminal operations experience is highly desirable.
  • Background in Distribution, call center operations, logistics or other supply chain position, preferred.
  • Ability to work overnight shift is required.
  • Capability and willingness to work share of overtime is required.
  • Good attendance record is required.

Demonstrated evidence of Enterprise first values and behaviors will be taken into account during the selection process.
  • Understand & Apply Retail HSSE Standards - Awareness
  • Understand & Apply Retail Economics - Awareness
  • Understand Shell Retailing Principles - Awareness
  • Manage Site/Cluster Operating Standards - Awareness
  • Manage Platforms & Agreements - Awareness
  • Manage Relationships with Retailers - Awareness
  • Manage Retail Fuels Pricing Process - Awareness
  • Manage Retail Fuels Pricing Execution - Awareness
  • Manage Retailer Value Proposition (RVP) - Awareness

Start Something Remarkable

Shell Business Operations (SBO) Manila is focused on driving excellent corporate performance in Finance, Human Resource, Customer Service, Order-to-Delivery, and Contracting and Procurement. We enable Shell to operate in a global-competitive and ever-changing business environment.

A career in Shell will offer you remarkable opportunities for growth, true experience across different business areas and the tools you need to discover and develop your skills within the energy industry.

We’re looking for qualified individuals with the drive to create significant business impact, as well as to collaborate with a team of professionals with diverse backgrounds. If you are a great team player, possess superior communication skills and problem solving abilities, join us and see the impact that you can make across our global business.

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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