Shell

Job Description:

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. 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

Principal Accountabilities

This role supports Sales ,LSC & Customers and focus on some or all of the accountabilities below, depending on operational requirements. Businesses serviced include : Global Commercial (Lubricants, GKA &Marine)

This role will focus on mainly Order Management accountabilities below and if needed also Deal Management activities depending on the respective business size and complexity:

- 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)

- Deal Management (accountable for Pricing, Master Data, Data Integrity Management, enforcing company’s policy and contracts, Ensuring compliance)

Order Management:

• Place, amend and orders, liaising with other service partners in LSC, OTD & Credit as required

• Compliance with controls ;e.g Antitrust in Marine orders; MSDS

• Provide services on change information of planned shipments to schedulers

• Support monitoring delivery Status – providing services on delivery status enquiries and trouble-shooting; proactively tracking and Business Partners as required

• Delivery Schedule Support - proactively call out to Customer, to support Operating Unit in managing Delivery issues

• Process Returned Product

• Backorder process

• Open order report management; HOTT tool usage

• Price increase management

Dispute Management:

• Disputes process for quantity and pricing, tax and Master Data Disputes. 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

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.

Touchless Support and Setup:

• Support and proactively encourage customers for touchless uptake

• Responsible of MH2 deliverables with team

• Super User role activities

• E-commerce Lubricants focal point activities

• Directly responsible from Digital KPIs

• Active player in Global driven Digital Projects

Other Inquiries

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

• Record and follow up all customer contacts details in Sales Force

• Full compliance with TS-EN-ISO 9001, ISO/TS 16949, TS-EN-ISO 14001and ISO 27001 standards/procedures/work instructions

• Realize, as part of a team, the importance of arriving at work on time, taking breaks at designated times and working well with other team members.

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

• Practice LAT behaviors, HSSE policies, and Shell Business Principles. Operate within the Manual of Authority and the Standard Offer Book

JOB KNOWLEDGE ,SKILLS AND EXPERIENCE

Language:

• English language- Advanced

Skills & Experience:

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

• Previous experience in Customer service or operations

• Experience in Microsoft Office; GSAP/ Sales Force 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

COMPETENCY

Commercial & Economic Acumen

Knowledge

Value Chain Understanding

Knowledge

Managing Customer Experience

Skill

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o Internal: Customer Success Specialist