Shell

Job Description:

Job Purpose:

This job sits within the Deal Making Journey forming a critical part of the Customer Fulfilment Cycle. The Customer Success Specialist deal making provides high quality support to existing Shell Customers from Order through to payment. Customer Success Specialist Deal Making support to Mobility and Acquisition Area Manager in order 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. Businesses serviced include but are not limited to: Retail. These activities cover all Customer levels including Key Accounts and Platinum Customers for Mobility, Commercial fuels.

Contract Management

• Be responsible for ensuring compliance with MoA on all requests.

• Provide support to the Sales Team with the coordination of the Mobility.

• Negotiations, renewal /closure processes, liaising with other Mobility functional areas such as Mobility Sales Team, Network, Marketing, Finance.

• Report on contractual issues to the legal department

• Participate/Drive key KPIs analysis across regions for opportunities of improvement.

• Focus on improvements in Mobility business to increase the dealer loyalty.

• Ensure to improve the progress according to “Mobility” feedbacks.

• Performance to be underpinned by a Customer and Sales 1st mindset aimed at delivering the most competitive and innovative Customer Operations experience.

• Maintain a sustained level of effectiveness and efficiency of operational controls through process risk reviews and preventive measures.

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

• Maintain and update master data file.

• Defining contracts to Tririga Contract creation (monthly tririga meetings end follow up).

• Contractual changes to the Tririga, changes such as the creation of revex payments.

• To be owner of the contractmanagement@shell.com functional mailbox and check daily with SLA.

• Identify new opportunities for automation.

• Support and sustain IT projects to be delivered successful.

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

• Plays an active role to implement global and local projects for E2E implementation and testing processes (as an IDM).

• Monitor and manage BLG process for Mobility sales team.

• Provide Questionnaire for ABC Interview and SELF SERVICE SCREENING for IDD process.

• Volume Commitment Reports and Contract Data are monitored monthly and updated on time.

• Support for stuck points in the Mandate to Nego & IP approval process.

Master Data Setup & Amend

• Monitor and manage dealer master data including creation, amend and extends via Customer Setup & Amend Tool, also ensure data complies with Financial & Business Control requirements. Customer Amend: use CS&A and any other system implemented in the future, ensuring data entered are complete and accurate.

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

• Coordinate new site openings / dealer changes and closing processes.

• Sales Hierarchy update

• Support A Team site opening/dealer change process.

• Site Opening Procedure: Being the owner of Site Opening Process by being the focal point between sales team and head office.

• Dealer Change Procedure: Being the owner of Dealer Change Process by being the focal point between sales team and head office.

• GSD improvement for loyalty cards

• Contract creation and update process

• Monitor, manage and announce EMRA license activities.

• Update retail customers’ bank account details, DBS details, payment term details, pricing group details, EMRA license details and payment terms via CS&A

• Owner of material listing/exclusion process when needed of ethanol & biodiesel stock out.

• Change pricing groups for 14-03 customers.

• Preparing notifications to dealers before summer & winter order processes start (2 times a year)

• Managing the creation of RVP surcharge unit prices of sites in the system

Supporting Channel Offer for making yearly control of RVP services ensuring all of these services are delivered to sites by related departments.

• Manage all related requests from sales team and related departments.

• Owner of MSDS document

General Inquiries:

• Handle New Business - Receive request for information or quotation from potential new Customers/Dealers and connect them to the appropriate contact within Shell.

o Commit to meet individual KPI's, Team KPI's, and CO KPI's.

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

o Taking responsibility for reach customer service standards when the system failures(BCP mode) occurs.

o COS must adhere to schedule assigned and be prepared to work during weekends and public holidays to handle operation continuity.

o Commit to an ongoing training and development progress.

o Excellent communication skills

o Team player, follow up skills.

Job Knowledge, Skills and Experience

Language:

• English Language Advance

Skills & Experience:

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

• Previous experience in Customer service or operations.

• Experience in Microsoft Office; GSAP/ CRM 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

Commercial Competences:

Commercial & Economic Acumen: Skill

Value Chain Understanding: Knowledge

Managing Customer Experience: Skill

Contract Management: Skill