Job Description:
Job Purpose
Ensure all billing process of all businesses in a timely manner and deliver the desired outcomes. Provide support to stakeholders such as Lubricants, Marine and Aviation.
Principal Accountabilities:
This role supports Customers/Dealers may focus on all the accountabilities below, depending on operational requirements.
Billing Admin - Lubr, Marine, Avaition
• Ensuring Billing Batch Job run successfully so that Billing Documents are created, identifying and resolving errors
• Ensuring Billing Documents created are posted to accounting, identifying and resolving errors
• Ensuring Invoices are created and sent to customers/dealers, identifying and resolving errors
• Ensuring Sales Documents are not blocked for Billing, identifying blocked Sales Documents and resolving billing blocks (this may involve hand-offs to other teams, for example Order Taker, to resolve Billing Block)
• Running SBCR 212 to release billing document report. / To Release Billing Document Report - /DS1/SD_C_SBCR212
• Running VF04 (Maintain Billing Due List) as part of period end closing (month end) closing activity to try and bill any pending transactions
• Monitoring and managing the Batch Job for processing of Statements of Account documentation
• Managing and monitoring the Self-Billing Process.
• Creating manual Billing Documents like Nextgen format and when required.Creating manual Billing Documents as and when required. (extinction, fixture, Service, return)
• Paper invoice archive process according to ISO standards
• Share list for monthly BA-BS report and focal point to check BA BS pdf.
• GIB & PI &KEP Control for all business
• Support to manage all related requests from sales team and related departments
• Daily control and take action for Aviation lubes blocked orders
• Managing Marine and Lubs Interest Invoices
• Operate pending invoices process
• Managing each new dealer, vendor and working methods added bring with the rules of Legal & Fiscal issue.
• E2E deep dive of business-based workflows (Manual Invoices Process, Legal & Fiscal issue),
• Increasing the competence of individuals,
• Stakeholder/Change Management development,
• Being a gatekeeper,
• Increasing the level of knowledge by increasing the authority in CR managements,
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.
• Commit to meet individual KPI's, Team KPI's, and CO KPI's.
• Full compliance with TS-EN-ISO 9001, TS-EN-ISO 14001, ISO 27001 and ISO 10002 standards/procedures/work instructions
• Taking responsibility for reach customer service standards when the system failures(BCP mode) occur
• COS must adhere to schedule assigned and be prepared to work during weekends and public holidays to handle operation continuity.
• Commit to an ongoing training and development progress.
• Excellent communication skills
• Team player, follow up skills
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Job Knowledge, Skills and Experience
Language:
• English Language Advance
Skills & Experience:
Bachelor degree preferred (Business related major) or equivalent experience
• Previous experience in Customer service or operations
• Experience in Microsoft Office; GSAP experience preferred
• 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
• Understand Shell’s Play Book and customer value proposition
• 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
Additional Information
Competency:
Commercial & Economic Acumen: Knowledge
Value Chain Understanding: Knowledge
Managing Customer Experience: Skill
Contract Management: Skill
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o Internal: Customer Success Specialist Mobility B2B
