Bu ilan Shell Petrol A.Ş'nin, Open Resourcing (Açık İstihdam) sisteminin Global Workday alt yapısı çerçevesinde güncellenmesi sonrası erişiminin olmaması nedeniyle Shell Petrol A.Ş. çalışanlarının ilanlara başvuru yapabilmesi için özel olarak yayımlanmıştır.
Paylaşılacak ilan linkleri Shell Çalışanları dışında 3. Şahıslar ile paylaşmamanız şirket içi bilgilerin gizliliği açısından çok büyük önem taşımaktadır.
İlan Tanımı
Job Family Group: Commercial and Retail
Management Level: 04
Present Company: TR03 Shell & Turcas Petrol A.S
Country/Region of Work Location: Türkiye
Target Hire Date: Ekim 1, 2025
Worker Type: Regular
Posting End Date: Eylül 1, 2025
Business Unit: Downstream and Renewables
Location: Istanbul - Esentepe
Posting Date: 21/08/2025
Job Family: Retail
Time Type: Full time
Job Type: Regular
Supervisory Organization: Mustafa Erin
Job Description:
Customer Operations is on a journey to provide the best in market customer experience for our Customers and Business Partners at Shell. We create a wonderful place for commercially minded individuals who thrive working with customers and who want to grow their experience in agile, digital, and e-commerce initiatives. We have a collaborative, flexible, dynamic, and incredibly supportive working culture where every single one of us is determined to make a difference and go the extra mile to enhance our customers’ experiences with Shell. This role will be part of the Customer Operations leadership team and responsible for the CO transformation journey, where 100% trade compliance is crucial.
Accountabilities:
Lead and manage a team of 10+ Customer Success Specialists (ordering, pricing, master data, contract management, scheduling, billing) for Lubricant (Direct & Indirect & GKA) and Local Marine business.
Develop and empower staff, recruit talent, communicate performance status to leaders, and manage key business partner relationships.
Identify and lead process improvement opportunities, ensuring SLAs and KPIs are achieved.
Key Responsibilities:
Pricing:
Manage pricing activities for Lubricants Direct & Indirect Channel and GKA.
Oversee pricing activities for Local Marine.
Handle end-to-end pricing data, including confirming pricing, implementing rebates and chargebacks, investment deals, invoice accuracy, and resolving pricing-related errors and disputes.
Conduct month-end and year-end closing transactions.
Manage price increase activities due to MOA principles.
Execute legal and fiscal requirements, working with local legal focal points for new regulations.
Master Data:
Manage Customer Setup & Amend activities in GSAP and Sales Force, ensuring data entered is complete and accurate, compliance and data privacy frameworks are met, and customer setup structure aligns with customer requirements and Global MRD direction, Shell Data policy.
Understand principles behind Data Quality Standards and KPIs linked with Data Quality.
Contract Management:
Ensure compliance and correctness of contracts.
Raise red flags, mitigate risks, and provide resolutions to minimize business impact.
Support all tax queries.
Ensure all export conditional sales declarations are performed in accordance with compliance requirements.
Order Management:
Ensure the team places orders on time and correctly.
Increase Digital Adoption.
Track CSS daily performance and productivity dashboard.
Ensure daily operations align with Trade Control requirements.
Scheduling (Marine & Lubes):
Ensure customer orders are delivered on time and in full (OTIF) as per agreed service levels.
Ensure operations align with global compliance rules.
Follow up-to-date compliance checklists.
Manage relationships with key interfaces such as Customer Operations, Production, Planning, and Warehousing.
Billing (Marine & Lubes):
Ensure all billing activities are completed on time and accurately.
Manage customer requests.
Implement all e-invoice related fiscal and legal changes.
Team:
Ensure the team acts within strict HSSE, Shell Group Principles, and Diversity/Inclusiveness guidelines, leading by example.
Drive resolution of complex customer issues through collaborative leadership, liaising with partners from other functions such as Sales, Marketing, Supply Chain & Logistics, and Credit.
Foster a Continuous Improvement culture within the organization.
Liaise regularly with business stakeholders to ensure the team has access to all relevant information to perform effectively in their roles.
Requirements:
Proficiency in English (certified by TOEFL, IELTS, or equivalent).
Bachelor’s degree in Business Administration, Management, Engineering or a related field (Postgraduate degree is advantageous).
Minimum 5 years of experience in a team lead role (Experience in the Lubricants sector or in customer operations is beneficial).
Minimum 2 years of direct experience with ERP systems (e.g., SAP) and CRM tools (e.g., Salesforce).
Certification in Project Management (e.g., PMP, PRINCE2) is required.
Proven track record in implementing continuous improvement initiatives (e.g., Lean Six Sigma certification or documented project outcomes).
Knowledge of compliance standards such as TS-EN-ISO 9001, ISO/TS 16949, TS-EN-ISO 14001, and ISO 27001.
