Job Purpose
This job sits within the Order to Delivery Journey forming a critical part of the Customer Fulfilment Cycle. The Customer Success Specialist Order to Cash provides high quality frontline support to existing Shell Customers from Order through to payment. Customer Success Specialist Order to Cash support SAM and DSAM to drive proactive communications, value-adding interactions and effective issue resolution, providing best-in-market Customer experience
Principal Accountabilities:
This role supports Sales & Customers may focus on some or all the accountabilities below, depending on operational requirements.
1. Order Management:
- Place, amend and orders, liaising with other service partners in Scheduling, OTD & Credit as required. Apply the appropriate freight charges and surcharges as required in accordance with pre-agreed instructions stated in Offerbook
- Monitoring Credit Status – providing services and trouble-shooting; proactively tracking and Business Partners as required
- Schedule standard and non-standard orders (packed product)
- Process Returned Product.
2. Dispute Management:
- Disputes process for Quantity. This includes logging of dispute, undertaking initial investigation and root cause analysis, liaising with key interfaces to resolve disputes and obtaining approval from Operating Unit on disputes settlement. Close the loop with Customer on case outcome and confirm closure of case
3. Feedback and Issues:
- Handling Customer complaints feedback and compliments. Liaise with resolution owners, and other Service Partners as required. Close the loop with customers.
- Take ownership for the resolution of customer complaints and enquiries within SLA.
4. Touchless Support and Setup:
- Support and proactively encourage touchless uptake and utilization
- Act as first level support for system interface errors
5. Retail
- Manage manual authorization process.
6. Other Inquiries
- Commit to meet individual KPI's, Team KPI's, and CO KPI's.
- Full compliance with TS-EN-ISO 9001, ISO/TS 16949, TS-EN-ISO 14001, ISO 27001 and ISO 10002 standards/procedures/work instructions.
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 and Experience
Language:
- English language- Advanced
