Job Description:
Job Purpose
Ensure the Retail Customer creation of CR Marketing invoices, margin share rebates and manual billing amounts in a timely manner and deliver the desired outcomes. Provide support to the Territory (TMs) and District Managers (DMs) with the coordination of the Retailer Negotiations, renewal /closure processes, liaising with other Retail functional areas such as Network, Marketing, Finance
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.
• Be responsible for ensuring compliance with MoA on all requests.
• Provide support to the Sales Team with the coordination of the Retailer
• Negotiations, renewal /closure processes, liaising with other Retail functional areas such as Network, Marketing, Finance.
• Report on contractual issues to the legal department
• Deepen our external insights – keeping ahead of external trends
• Participate in internal and external benchmarking as agreed
• Participate/Drive key KPIs analysis across regions for opportunities of improvement
• Focus on improvements in Retail business to increase the customer loyalty
• Work on competitor’s CO ways of working and CVP&RVP in the sector to bring external focus
• Further drive and embed our customer journey approach
• Ensure calculation and creation of Margin Share Rebate amounts without any fault
• Ensure to improve the progress according to “Retail” feedbacks.
• Ensure year-end billing process for retail is running without any fault, provide required reports for accruals with to the finance department
• Tracking the status of credit blocks with billing admins and provide reports to retail sales team
• Performance to be underpinned by a Customer 1st mindset aimed at delivering the most competitive and innovative CSC experience.
• Maintain a sustained level of effectiveness and efficiency of operational controls through process risk reviews and preventive measures.
• Deliver performance excellence through Customer Fulfilment Operations Councils with a focus on strong end-to-end collaboration with business partners
• Create Rebate Agreements for 14-02 (Network and Sales Rebates) and 14-03 (Lubes Rebates)
• Share KONA report with Manila (First WD of each month)
• Maintain and update rebate masterdata file
• Network Rebate Sett-off Process
• Create additional discount conditions for 14-03 customers according to requests received from Business development specialists
• (Incase of urgent requests from Pricing Dept.) Upload fuel pricing data to GSAP
• Be responsible of non-standard invoices:
Price difference invoices
CR Marketing invoices
Pump and ocean invoices
Retail manual invoices
Manual rebate calculations
• Manage all related requests from sales team and related departments
• GSAP superuser
• ToT report
• Manage Commercial Fuels LoB process
• Discount data / off-site code requests
• Evidence requests - Krakow Control
• Inquiries
• Commit to meet individual KPI's, Team KPI's, and CO KPI's.
• Full compliance with TS-EN-ISO 9001, TS-EN-ISO 14001, ISO 27001 and ISO 10002 standards/procedures/work instructions
• Taking responsibility for reach customer service standards when the system failures(BCP mode) occurs
• COS must adhere to schedule assigned and be prepared to work during weekends and public holidays to handle operation continuity.
• Commit to an ongoing training and development progress.
• Excellent communication skills
• Team player, follow up skills
General Inquiries :
• Handle New Business - Receive request for information or quotation from potential new Customers 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 degree preferred (Business related major) or equivalent experience
• Previous experience in Customer service or operations
• Experience in Microsoft Office; GSAP 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
Competency:
Commercial & Economic Acumen: Knowledge
Value Chain Understanding: Knowledge
Managing Customer Experience: Skill
Contract Management: Skill
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Internal: Customer Success Specialist-Mobility B2B
