Shell STAS -Customer Success Specialist - Youthall


STAS -Customer Success Specialist

İlan Kapandı.

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:06

Present Company: TR03 Shell & Turcas Petrol A.S

Country/Region of Work Location: Turkey

Target Hire Date:November 1, 2022

Worker Type:Regular

Posting End Date:September 26, 2022

Business unit:Downstream

Job Requisition ID R91592

Location: Istanbul

Posting Date: 16/09/2022 - 4 days ago

Job Family: B2B/B2C Customer Operations

Time Type: Full time

Job Type: Regular

Supervisory Organization:  DDO/BB1 Lubricants (Ozgur Eray) (59711215)

Recruiter: Bahattin Kartal

Hiring Manager:  Ozgur Eray


Job Description:
Job Purpose:
This job sits within the Deal Management Journey forming a critical part of the Customer Fulfilment Cycle. The job supports delivery of a Customer Value Proposition that sets Shell apart from its competitors. This role supports Account Managers in on-boarding Customers to Shell and delivering all relevant changes to the customer agreement throughout the contract life-cycle. The CSS Deal Management owns pricing and the contract set up, amendment and management process.
Principal Accountabilities:
As a Customer Success Specialist, you will be accountable for B2B customers to take ownership, drive accountability, and demonstrate and communicate improvements for our customer journey. This is a key enabler to drive best-in-class CX and to ensure maximum customer-centricity.
This role will focus on some or all the accountabilities below, depending on the respective business size and complexity:
- Deal Management (accountable for Bid and Tender, Contract Management, Tax Reconciliation activities, Pricing, Master Data, Data Integrity Management, enforcing company’s policy and contracts, Ensuring compliance)
- Order to Cash (responsible for Order Management, Touchless Support and Set-up, Dispute Management ensuring invoices are correct and paid on time, Building strong relationships and creating partners (customers) for life, understand customer’s issues and to drive resolution and improvements)
Contract Management:
• 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 Play Book
• Ensuring legal/fiscal compliance that is relevant for all customers (e.g. due to regulated environment) and responsible of submitting the legal/fiscal reporting to local authorities within the SLA.
• Follow-up directly with customers on missing contract documentation
• Ensure contracts are signed and stored in line with local country requirements
• Own contract documentation archiving and termination of customer contracts
• Support preparing for tender bids
• Design, development and execution of reports with analysis and summary of conclusions where contractually obliged and not available in IT tools. Complex multiple tables involved, local business knowledge and relationships required
• Gather data and commentary to prepare Customer Business Reviews aligned with Sales Business Plans.
• Support account managers by tracking performance of volume, growth and operational targets.
• Where contractually obliged, act as single FOC and coordinate issues through other functions.
• Act as Super User - escalate issues as needed, assist peers
• Complete standard and non-standard contracts incl. all sign offs
• Full compliance with TS-EN-ISO 9001, ISO/TS 16949, TS-EN-ISO 14001 and ISO 27001 standards/procedures/work instructions

Aranan Nitelikler

Skills & Experience:

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

• Previous experience in a customer operation role with contract management and pricing experience preferred, supporting a team and demonstrating business acumen and customer focus.

• Requires a high degree of local business-specific knowledge including market, customers and Shell’s Play Book

o Strong experience in Excel, Access, and PowerPoint (knowledge/mastery level), GSAP experience preferred; ability to create, analyse, and share data and reports. Have a demonstrated ability to analyse and digest data and present it in a user-friendly format to customers and stakeholders

o Able to display a high degree of knowledge and experience Proven ability to manage multiple priorities to meet Stakeholder expectations.

o Expert offer to cash process knowledge to execute in depth problem solving analysis.

• 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 and customer value proposition

• Ability to apply Continuous Improvement behaviours and techniques to implement solutions

• Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities

• Recognize and implement changes in line with business principles and priorities.


       English language- Advanced

        Other Inquiries

• Commit to meet individual CO KPI's.

• Aeurus and Sales Force superuser activities

• Prepare adhoc tax reports for Tax offices


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