Shell

Job Description:

Contract Management

Job Purpose:

This job sits within the Deal Making Journey forming a critical part of the Customer Fulfilment Cycle. The Customer Success Specialist deal making provides high quality support to existing Shell Customers from Order through to payment. Customer Success Specialist Deal Making 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 Mobility, Commercial fuels.

• Be responsible for ensuring compliance with MoA on all requests.

• Provide support to the Sales Team with the coordination of the Mobility

• Negotiations, renewal /closure processes, liaising with other Mobility functional areas such as Network, Marketing, Finance.

• Report on contractual issues to the legal department

• Participate/Drive key KPIs analysis across regions for opportunities of improvement

• Focus on improvements in Mobility business to increase the dealer loyalty

• Ensure to improve the progress according to “Mobility” feedbacks.

• Performance to be underpinned by a Customer and Sales 1st mindset aimed at delivering the most competitive and innovative Customer Operations 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

• Maintain and update master data file.

• Defining contracts to Tririgaya Contract creation (monthly tririga meetings end follow up).

• Contractual changes to the Tririga, changes such as the creation of revex payments.

• To be owner of the contractmanagement@shell.com functional mailbox and check daily with SLA.

• Identify new opportunities for automation

• Support and sustain IT projects to be delivered successful

• Continuous Improvements: proactively identify and recommend CI initiatives, support or lead CI projects.

• Plays an active role to implement global and local projects for E2E implementation and testing processes(as a IDM).

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.

o Commit to meet individual KPI's, Team KPI's, and CO KPI's.

o Full compliance with TS-EN-ISO 9001, TS-EN-ISO 14001, ISO 27001 and ISO 10002 standards/procedures/work instructions

o Taking responsibility for reach customer service standards when the system failures(BCP mode) occurs

o COS must adhere to schedule assigned and be prepared to work during weekends and public holidays to handle operation continuity.

o Commit to an ongoing training and development progress.

o Excellent communication skills

o Team player, follow up skills

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: Skill

Value Chain Understanding: Knowledge

Managing Customer Experience: Skill

Contract Management: Skill