Customer Success Specialist-2

This job sits within the Customer Operation Journey forming a critical part of the Customer Fulfilment Cycle. The Customer Success Specialist provides high quality frontline support to existing Shell Customers from Order to payment. Customer Operations Specialist drives proactive communications, value-adding interactions, and effective issue resolution, providing best-in-market Customer experience. Customer Value Proposition that sets Shell apart from its competitors. And supports Account Managers in on-boarding Customers to Shell and delivering all relevant changes to the customer agreement throughout the contract life cycle.

Follows and adjusts procedures, guidelines, and work instructions. Discusses these changes with other departments and ensures quality and efficiency improvement of work activities.

• Advises internal stakeholders on topics related to own area of expertise. Interaction with others demands influencing and persuasion in a tactful manner to explain and advise on performed analyses of information.
• Identifies shortcomings in current processes, systems, and procedures within the assigned unit and suggests improvements.

Principal Accountabilities:

This role may focus on some or all the accountabilities below, depending on operational requirements. Businesses serviced include but are not limited to: Global Commercial, these activities cover all Customer levels including Key Accounts and Platinum Customers.

Order Management:

• Place, amend, and orders, liaising with other service partners in LSC, OTD & Credit as required.
• Provide change information of planned shipments to schedulers and scheduling admin team, particularly to VMI Customers.
• Manage Delivery Status – take ownership of delivery status enquiries and troubleshooting; proactively tracking and Business Partners as required.
• Delivery Schedule Support Service - proactively call out to Customer, to manage Delivery issues
• Schedule standard and non-standard orders (packed product).
• Process Returned Product.

Credit Management:

• Debt Collection & Cash Allocation – Administer debt collection, including direct debit rejections, allocations, refund/write-off/write on management, Cash and non-cash security handling.
• Block Order Management – Monitor open orders, review order status and action blocked orders.
• Handle basic Customer credit enquiries.

Dispute Management:

Own the end to end Disputes process for Quantity, 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. Close the loop with Customer on case outcome and confirm closure of case.

Feedback and Issues:

Manage Customer complaints feedback and compliments. Liaise with resolution owners, and other Service Partners as required. Close the loop with customers.

Lubricant Service Administration:

Provide basic Customer advice about the scope of the Lubes Analyst Play Book, escalate any consultative advice to Technical Helpdesk. Coach Customers on how to use the Shell Lubes Analyst systems when recording new machines and oil samples

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 Offer Book.
• Execute contract legal and fiscal requirements, working with local legal focal.
• Follow-up directly with customers on missing contract documentation.
• Ensure contracts are signed and stored in line with local country requirements.
• Review contract performance as part of SCM process.
• Own contract documentation archiving and termination of customer contracts.
• Support preparing for tender bids.
• Securing 100% Compliance.

Pricing:

Set up and maintain end to end pricing data, including confirming pricing, managing price increases and changes, implementing rebates and charge backs, investment deals, invoice accuracy, and resolving pricing related errors and disputes (also covers Distributor DFOA Customers)

Trouble Shooting:

Provide “One Team” support for Sales in owning and resolving all Deal Making issue resolution. Work to uncover issue root cause of issues and implement sustainable fixes

Act as resolution owner of Customer complaints. Feedback outcomes to COS Order to Cash colleagues who will communicate with customers

Master Data Set Up & Amend:

• Maintain Sales Hierarchy, contract registers and banding adherence
• Set up and amend Customer master data
• Act as Resolution Owner for Master Data Disputes. Liaise with key interface, business partners and/or Customers to resolve them and perform invoice adjustment (in consultation with line manager and within the authorizations as applicable)
• Process manual vouchers received from Retailers during offline card transactions
• Product Lifecycle Data Management: maintain inclusions, exclusions and listings of products in support of PLM and Customer specific requirements

Manage elements of the DFOA process:

Manage and monitor Customer & Distributor complaints mailbox through to resolution.

Ensure DFOA related ordering issues are visible and managed in accordance to service level agreement

Touchless Support and Setup:

• Support and proactively encourage touchless uptake and utilization
• Act as first level support for system interface errors
• Act as a touchless setup lead in system-to-system setup with existing Customers (BCI, EID, OCR, EDI). Work with Customer IT teams to resolve issues and manage internal processes.

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

Requirements:

Skills & Experience:

• Bachelor degree preferred (Engineering, Business & finance related major).
• Previous experience in Customer service or operations.
• English Language Proficiency.
• Experience in Microsoft Office; GSAP
• Data Analytics & Insights
• 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.
• 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.
• Value Chain Understanding.
• Commercial & Economic Acumen.
• Contract Management.