Shell

Job Description:

• Meeting Shell Card (euro-shell) customers’ requests. Communicate with global stakeholders in case of operational problems of Shell Card customers.

• Responsible for the overall CVP Delivery of Road Services and Third Party Networks and to support Third Party Cards acceptance at Shell Network

• Acts as an integrated unit with Sales and Contract Management teams in the identification of opportunities to up-sell Road Services (incl. VAT Recovery) to customers

• Supports Customer Operations Team leader in ensuring compliance with the Sales Contract policy for all Road Services related contracts including support on contract management throughout the contract life cycle. Maintain the contract clause Library following changes in offer book policy or changes in legislative requirements. Link between customer and 3rd party service provider.

• Respond to sales and/or customer requests related to the administration and 3rd party service provider relationship of the road services.

• Act as focal point for 3rd party service providers when changes occur relating to the administrative processes associated with Road Services.

• Ensure all relevant Shellcard business relevant materials and Road Services marketing materials are accurate for use by Sales Team. Perform check to ensure application form complies with requirements from 3rd party service provider and register customer applications with the 3rd party service provider.

• Send any paper document to physical storage onshore in line with archiving legal requirements

• To be responsible for updating any local training materials relating to Road Services locally.

• Responsible to negotiate with the Road Services provider for special terms over and above the standard terms offered all customers and liaise with Sales Team.

• Supports the overall FBAMs/KAMs assigned to her/his portfolio including w/first cold calls, visit, offers for Shellcard

• Coordinate Service Providers and push delivery of CVPs (Shellcard Road Services, Pricing for eS, Credit, etc...)

• New customers welcome and support for Shellcard. Provide support to customers around administrative support as a follow up to AM activities proactively ensure customer satisfaction through after sales outbound calls as follow up from AM sales for EuroShell.

• Provide relevant training to customer around CVP elements such as Fleethub, e-alert, EID and local Cards sytems for Shellcard.

• Continuous Improvements: proactively identify and recommend CI initiatives, support or lead CI projects as agreed with his Line Manager

• Creates and maintains Cards Customer and Dealers Pricing data in a timely and accurate manner and in line with pricing policies in place (Global, Regional and Country Specific) and controls in place

• Pricing management: set up price related reference data in cards systems and management of pricing associations. Create new bonus, price related schemes and fee schemes in the card system.

• Receive Salesforce workflow items, resolve them within the agreed SLAs and complete the item in the system

• Responsible for creating the chargeback transaction in the cards settlement system for pricing related errors and ensuring the correct parties are debited with the correct transaction.

• Monitor and administrate billing adjustments and charge-backs in order to correct transactional pricing errors. Ensure audit trail and required MOA approval is followed.

• Calculate and Update customer list price and discount/rebate/dealer contribution changes in line with the agreed pricing policy and seeking approvals as per MoA

• Send details of list prices/ formula prices to card customers via various formats email, fax, letter, etc - updating the website with the new prices if applicable

• Notify Customers of Pricing Changes including updating of Customer price notification file

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