Job Description:
Customer Operations is in its journey to provide the best in market customer experience for our Customers and Business Partners in Shell. We create the great place for commercially minded individuals who thrive working with customers and who want to growth their experience in agile, digital and e-commerce initiatives.
We have a collaborative, flexible, dynamic and very supportive working culture; where every single one of us is determined to make a difference, to go the extra mile because it’s our job, every day, to make our customers’ experiences with Shell.
We believe in creating an inclusive culture and work environment where you can thrive, innovate and develop; but most of all, be yourself.
Job Purpose
Customer Success Specialist (CSS) is empowered to manage customer experience, relationship and satisfaction across the end-to-end journey of our customers. This job sits across the Deal Management and Order to Cash forming a critical part of the Customer Fulfilment Cycle. It delivers end-to-end customer support, from contract and account set-up, through to order and payment. CSS provides Consistent, Adaptive, Reliable and Easy experiences to our customers.
Principal Accountabilities
As a Customer Success Specialist, you will be accountable for B2B customers to take ownership, drive accountability, and demonstrate and communicate improvements for our customer journey. This is a key enabler to drive best-in-class CX and to ensure maximum customer-centricity.
This role may focus on some or all the accountabilities below, depending on the respective business size and complexity:
o Deal Management (accountable for Bid and Tender, Contract Management, Pricing, Master Data, Data Integrity Management, enforcing company’s policy and contracts, Ensuring compliance)
o Order to Cash (responsible for Order Management, Touchless Support and Set-up, Dispute Management ensuring invoices are correct and paid on time, Building strong relationships and creating partners (customers) for life, understand customer’s issues and to drive resolution and improvements)
o Scheduling To perform scheduling services and activities that support and facilitate outbound shipments locally
NFR Operations Management
Dispute Management:
o 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.
General Inquiries:
o Commit to meet individual KPI's, Team KPI's, and CO KPI's.
o Full compliance with TS-EN-ISO 9001, ISO/TS 16949, 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) occur
o COS must adhere to schedule assigned and be prepared to work a variety of shifts, including during weekends and public holidays.
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:
o English Language Advance
