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. Customer Success Specialist Order to Cash support to Mobility and Acquisition Area Manager in order to drive proactive communications, value-adding interactions and effective issue resolution, providing best-in-market Customer experience.
Principal Accountabilities:
This role supports Sales & Customers may focus on some or all the accountabilities below, depending on operational requirements. Businesses serviced include but are not limited to: Retail. These activities cover all Customer levels including Key Accounts and Platinum Customers for Retail, Commercial fuels.
Order Management:
• Place, amend and orders, liaising with other service partners in Scheduling, OTD & Credit as required. Apply the appropriate freight charges and surcharges as required in accordance with pre-agreed instructions stated in Offer book
• Monitoring Credit Status – providing services and trouble-shooting; proactively tracking and Business Partners as required
• Schedule standard and non-standard orders (packed product)
• Process Returned Product
Dispute Management:
• Disputes process for Quantity. 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 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/Dealers. Work with Customer IT teams to support Operating Unit to resolve issues and manage internal processes.
• An inclination to RPA as a professional or an amateur
• Support to manual authorization process.
• To be focal point for inclusion of erroneous and non-reflective sales in the system.
Other Inquiries
• Commit to meet individual KPI's, Team KPI's, and CO KPI's.
• Full compliance with TS-EN-ISO 9001, ISO/TS 16949, TS-EN-ISO 14001, ISO 27001 and ISO 10002 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.
• Taking responsibility for reach customer service standards when the system failure (BCP mode) occurs
• CSS must adhere to schedule assigned and be prepared to work a variety of shifts, including during weekends and public holidays.
• 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.
• Record and follow up all customer contacts details in customer facing systems (Sales Force System)
• Commit to an ongoing training and development progress.
General Inquiries:
• Handle New Business - Receive request for information or quotation from potential new Customers/Dealers and connect them to the appropriate contact within Shell.
Job Knowledge, Skills and Experience
Language:
• English Language Advance
