Shell

• Manage Direct channel code operation

• Work with Account Managers to provide pre-offer, offer and contract management support for standard and non-standard contract set up and maintenance, in compliance with the Global Offer Book

• Execute contract legal and fiscal requirements, working with local legal focal

• Follow-up directly with customers on missing contract documentation

• Ensure contracts are signed and stored in line with country requirements

• Own contract documentation archiving and termination of customer contracts

• Support preparing for tender bids

• 100% P/G/Indirect Registers and 100% Sales Contract Framework & Operating Procedure Compliance (Deal sheets, Storage of Documents, Manual of Auto.) – Role of COS-DM as Gatekeeper and track Sales Contract Management progress and make sure contract register is in place

• Provide “One Team” support for Sales in owning and resolving all Deal Making issue resolution. Work to uncover issue root cause of issues and implement sustainable fixes

• Identify new opportunities for automation

• Support and sustain IT projects to be delivered successful

• Deliver performance excellence through Customer Fulfilment Operations Councils with a focus on strong end-to-end collaboration with business partners

• Full compliance with TS-EN-ISO 9001, ISO/TS 16949, TS-EN-ISO 14001, ISO 27001 and ISO 10002 standards/procedures/work instructions

• Stronger relationship management within customer and stakeholders/Sales.

• Proactively ensure customer satisfaction through after sales outbound calls as follow up from Sales Team

• Act as resolution owner of Customer complaints. Feedback outcomes to COS Order to Cash colleagues who will communicate with customers

• Supports the overall SPANCOP process for FBAMs/KAMs assigned to her/his portfolio including w/first cold calls and visit

• Provide scheduled and Ad-Hoc training of external customers and sales.

• Continuous Improvements: proactively identify and recommend CI initiatives, support or lead CI projects.

• To support the customer set up and amend processes through capture of customer and deal information within the customer applicable tools and systems (i.e. set up and amend form, GSAP, Siras, eSI, H3, EVIAS and local Cards systems)

• Customer Setup: use CS&A, SIRAS, eSI, SCOL, eInvoice, EVIAS, local card systems and any other system implemented in the future, ensuring data entered are complete and accurate, that compliance and data privacy framework are met and that customer setup structure is in line with customer requirements and in line with Global MRD direction, Shell Data policy

• Customer Amend: use CS&A, SIRAS, eSI, SCOL, eInvoice, EVIAS, local card systems and any other system implemented in the future, ensuring data entered are complete and accurate, that compliance and data privacy framework are met and that customer setup structure is in line with customer requirements and in line with Global MRD direction, Shell Data policy

• Operates Direct Debit mandate setup (activation) and amend (change of bank account/payment method) process in line with procedures and operating instructions received

• Change or update card details e.g. card group, velocity profiles, time & purchase restriction at card level

• Be aware of the principles behind Data Quality Standards and the KPIs linked with Data Quality

• Maintain data in-line with SOX, Finance and Business control requirements

• Resolve Customer disputes, including chargeback's and reimbursements

• Ensure contracts are signed and stored in line with country requirements

• Manage Team Functional Mailbox on time

• Bachelor degree preferred (Business related major) or equivalent experience

• 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

• 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

• Transfer CI/JDI in the B2B & B2C Retail DNA via sharing best practice results and deliver project ideas together with the team

• Ability to multi-task under time pressure. Excellent team-working capability, team player building relations based on trust & honesty.