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: 06
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 26, 2025
Business Unit: Downstream and Renewables
Job Requisition ID: R172725
Location: Istanbul
Posting Date: 18.02.2025
Job Family: B2B/B2C Customer Operations
Time Type: Full time
Job Type: Regular
Supervisory Organization: DRL/O/BB3 Fleet Solutions (Pinar Kiran) (59711217)
Job Description:
This job sits within the Deal Management Journey forming a critical part of the Customer Fulfilment Cycle. The job supports delivery of a Customer Value Proposition that sets Shell apart from its competitors. The COS Deal Management supports Account Managers in on-boarding Customers to Shell and delivering all relevant changes to the customer agreement throughout the contract life-cycle. The COS Deal Management owns pricing and the contract set up, amendment and management process. This role makes sure Customers find it easy to do business with Shell by providing a best-in-market Customer experience and being the key office contact point for all the other parties involved in Customer touchpoints (as Credit, Fleet Solutions Sales and Marketing Team, Retail Sales and Operations, Legal Department) and being resolution owner (as applicable) for inquiries and disputes that requires sales business involvement. And also ensure Cards Customer Set-up & Amend process is executed in a timely manner and delivers the desired outcomes. This involves the customer life cycle from initial contract through to the customer data and offer being translated into proper master / reference data in our systems and Service Providers being informed, i.e. customer is ready-to-trade with Shell.
Principal Accountabilities:
This role may focus on some or all of the accountabilities below, depending on operational requirements.
• Manage Indirect Channel code process
• 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 Global 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 country requirements
• Review contract performance as part of SCM process
• Own contract documentation archiving and termination of customer contracts
• Support preparing for tender bids
• 100% P/G/Indirect Registers and 100% Sales Contract Framework & Operating Procedure Compliance (Deal sheets, Storage of Documents, Manual of Auto.) – Role of COS-DM as Gatekeeper and track Sales Contract Management progress and make sure contract register is in place
• 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
• Maintain Sales Hierarchy, contract registers and banding adherence
• Ensure Customer Set up & Amend on time by monitor CS&A process for Sales Team.
• 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 authorisations as applicable)
• Maintain master data integrity. Review Customer Master Data Accuracy Control reports, correct any data errors and track performance against SLA
• Identify new opportunities for automation
• Support and sustain IT projects to be delivered successful
• Deliver performance excellence through Customer Fulfilment Operations Councils with a focus on strong end-to-end collaboration with business partners
• Full compliance with TS-EN-ISO 9001, ISO/TS 16949, TS-EN-ISO 14001, ISO 27001 and ISO 10002 standards/procedures/work instructions
• Stronger relationship management within customer and stakeholders/Sales.
• Proactively ensure customer satisfaction through after sales outbound calls as follow up from Sales Team
• Act as resolution owner of Customer complaints. Feedback outcomes to COS Order to Cash colleagues who will communicate with customers
• Supports the overall SPANCOP process for FBAMs/KAMs assigned to her/his portfolio including w/first cold calls and visit
• Set up and maintain end to end pricing data, including confirming pricing, implementing rebates, investment deals, invoice accuracy, and resolving pricing related errors and disputes
• Provide scheduled and Ad-Hoc training of external customers and sales.
• Continuous Improvements:
• Proactively identify and recommend CI initiatives, support or lead CI projects.
• To be CI focal point
• To support the customer set up and amend processes through capture of customer and deal information within the customer applicable tools and systems (i.e. set up and amend form, GSAP, Siras, eSI, H3, EVIAS and local Cards systems) Acquire an in-depth knowledge of and work with internal systems, understanding both their individual use and how they relate to each other.
• Customer Setup: use CS&A, SIRAS, eSI, SCOL, eInvoice, EVIAS, local card systems and any other system implemented in the future, 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
• Customer Amend: use CS&A, SIRAS, eSI, SCOL, eInvoice, EVIAS, local card systems and any other system implemented in the future, 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
• Operates Direct Debit mandate setup (activation) and amend (change of bank account/payment method) process in line with procedures and operating instructions received
• Change or update card details e.g. card group, velocity profiles, time & purchase restriction at card level
• Establish and maintain the integrity of the Customer Master Record per Global Standards
• Be aware of the principles behind Data Quality Standards and the KPIs linked with Data Quality
• Maintain data in-line with SOX, Finance and Business control requirements
• Resolve Customer disputes, including chargeback's and reimbursements
• Ensure contracts are signed and stored in line with country requirements
• Can be assigned to the role of Super User for the applications used.
• Manage Team Functional Mailbox on time
• Upskilled Super User responsibilities for all Fleet Solutions’ tools.
• Experience in E2E processes; guardian of SOP
• Coach the team on how to use CS&A, EVIAS, GFN, SCOL, E-Invoice and BI tools in order to create or define the data.
• To ensure that all data is correctly identified in the system by peers and is responsible for the data quality
• Supports the Rebate MoA compliance process in place and for all customers in the market unit assigned
• Monitor completion of SET UP and AMENDMENT activities and identify / escalate if any delays
