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: 04
Present Company: TR03 Shell & Turcas Petrol A.S
Country/Region of Work Location: Türkiye
Target Hire Date: March 1, 2025
Worker Type: Regular
Posting End Date: February 9, 2025
Business Unit: Downstream and Renewables
Job Requisition ID: R171104
Location: Istanbul - Esentepe
Posting Date: 03.02.2025
Job Family: B2B/B2C Customer Operations
Time Type: Full time
Job Type: Regular
Supervisory Organization: DRL/O/BB CO Turkey (Mustafa Erin) (59711214)
Job Description:
Customer Operations is in its journey to provide the best in market customer experience for our Customers and Business Partners in Shell. We create the wonderful place for commercially minded individuals who thrive working with customers and who want to growth their experience in agile, digital and e-commerce initiatives.
We have a collaborative, flexible, dynamic, and incredibly supportive working culture; where every single one of us is determined to make a difference, to go the extra mile because it is our job, every day, to make our customers’ experiences with Shell. We believe in creating an inclusive culture and work environment where you can thrive, innovate, and develop; but most of all, be yourself.
This role will be part of CO leadership team and responsible of CO transformation journey, whereas 100% trade compliance is crucial.
Accountabilities
The Customer Operations Success Lead is responsible for the performance and management of a team of Customer Success Specialists (ordering ,pricing, master data ,contract management, scheduling, billing ) for Lubes (Direct&Indirect&GKA) and Local Marine business. Develop and empower staff, recruit talent, communicate performance status to leaders and manage key business partner relationships. Identify and lead process improvement opportunities, ensuring SLAs and KPIs are achieved.
Provide leadership for a team of 11 Customer Success Specialists ranging from JG8 to JG6
This role will focus on all the accountabilities below, depending on the respective business size and complexity:
PRICING
• Manage pricing activities for Lubricants Direct & Indirect Channel and GKA
• Manage pricing activities for Local Marine
• Manage end to end pricing data, including confirming pricing, implementing rebates and charge backs, investment deals, invoice accuracy, and resolving pricing related errors and disputes
• Month end and year end closing transactions
• Manage price increase activities due to MOA principles
• Execute legal and fiscal requirements, working with local legal focal points for new regulations
MASTER DATA
• Manage Customer Setup & Amend activities ,GSAP and Sales Force ensuring data entered are complete and accurate, that compliance and data privacy framework are met and that customer setup structure is in line with customer requirements and in line with Global MRD direction, Shell Data policy
• Be aware of the principles behind Data Quality Standards and the KPIs linked with Data Quality
CONTRACT MANAGEMENT
• Manage compliance and correctness of contracts
• Raise any red flags, mitigate risks, and provide resolutions to minimize impact to business
• Support all tax queries
• Track all export conditional sales declarations are performed in accordance with compliance requirements
ORDER MANAGEMENT
• Manage team to place orders on time and correctly
• Increase Digital Adoption (SMH2)
• Track CSS daily performance and productivity dashboard
• Guardian of daily operation is managed align with Trade Control requirements
SCHEDULING (MARINE & LUBES)
• Ensure customer orders are delivered on time and in full (OTIF) as per agreed to service levels.
• Ensure operation is aligned with global compliance rules
• Follow up up to date compliance check list
• Manage relationships with key interfaces such as Customer Operations, Production, Planning and Warehousing
BILLING (MARINE & LUBES)
• Ensuring all billing activities are completed on time accurately
• Manage customer requests
• Implement all e invoice related fiscal and legal changes
TEAM
• Ensure team acts within strict HSSE, Shell Group Principles and Diversity/Inclusiveness guidelines, leading by example
• Through collaborative leadership, drive resolution of complex customer issues in liaison with partners from other functions such as Sales, Marketing, Supply Chain & Logistics and Credit
• Ensure Continuous Improvement culture in the organization.
• Liaise regularly with business stakeholders to ensure the team has access to all relevant information to perform effectively in their roles
Dimensions(yearly)
11 Customer Success Specialists JG8-JG6
Appx 1.000 Customer
12.000 order
26.000 invoice
3.000 trucks scheduled
45.000 case created
YTD CSI 9.0
Requirements
• English Language is a must
• Bachelor’s degree (Business related major) or equivalent experience
• Has proven leadership, coaching and developing others
• Proven ability to manage multiple priorities to meet Stakeholder expectations
• Able to put Customer centricity at the heart of the role, inspiring a team to deliver an exceptional Customer experience
• Able to develop an extensive network of contacts, subject matter experts and decision makers across the business to help resolve issues
• Able to apply Continuous Improvement behaviours to lead improvement initiatives
• Demonstrate relationship building skills, across several levels, including Customers team members and business partners
• Demonstrate an in-depth knowledge of the business this role supports
• Full knowledge of IT applications within scope of responsibility
• Full knowledge of Group policies and standards
• Full compliance with TS-EN-ISO 9001, ISO/TS 16949, TS-EN-ISO 14001 and ISO 27001 standards/procedures/work instructions
