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 &Marine) These activities cover all Customer levels including Key Accounts and Platinum Customers.
1. Order Management:
- Place, amend and orders, liaising with other service partners in LSC, OTD & Credit as required. Apply the appropriate freight charges and surcharges as required in accordance with pre-agreed instructions in Lubes Analyst Play Book
- 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
2. 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
3. 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.
4. Lubricant Service Administration:
- Provide basic Customer advice in accordance with pre-agreed instructions set up by Operating Unit about the scope of the Lubes Analyst Play Book, escalate any consultative advice to Technical Helpdesk.
5. Touchless Support and Setup:
- Support and proactively encourage customers for touchless uptake
- Livechat support.
6. 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
- Provide live resolved servicing and when live resolution cannot be achieved, make a date and time (DTC) with customer for resolution and ensure that DTC is met.
- 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
- Back up role for pack scheduling activities
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
