Shell

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.

• E-commerce focal point for Customer Success Team - Mobility B2B (MarketHub, SalesForce systems etc.). Plays an active role to implement global projects.

• An inclination to RPA as a professional or an amateur

Retail

• 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.

Super User’s responsibilities

• Acting as the first point of contact for End Users and business stakeholders in case of any question/issue

• Submitting tickets – SMH (Customer + Platform related issues), Dealer Portal, GSAP and EVIA

• Providing End User + Customer onboarding and training – SMH and Dealer Portal Onboarding

• Performing testing to support implementation of improvements or new solutions --> Perform GSAP OTC related testing + SMH + Dealer Portal

• Active participation in SU Network meetings & trainings, as well as, replicating them to their respective teams.

• Sharing best practices with EndUsers and other SuperUsers, collaborating with respective Lead Super User and Process Experts.

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.

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Job Knowledge, Skills and Experience

Language:

• English Language Advance

Skills & Experience:

• Bachelor’s degree preferred (Business related major) or equivalent experience.

• Previous experience in Customer service or operations.

• Experience in Microsoft Office; GSAP/ CRM 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.

Additional Information

Commercial Competences:

Commercial & Economic Acumen: Knowledge

Value Chain Understanding: Knowledge

Managing Customer Experience: Skill