Job Description:
Job Purpose
Ensure all billing process of all businesses in a timely manner and deliver the desired outcomes. Provide support to stakeholders such as Mobility, Commercial Fuels, Lubricants, SFS, Marine, Aviation and T&S departments.
Principal Accountabilities:
This role supports Customers/Dealers may focus on all the accountabilities below, depending on operational requirements.
Billing Admin -SFS
• Ensuring the below invoices run successfully, identifying and resolving errors
o Buyback & VIS customer Billing Job, Dealer & customer partner card invoices, Dealer & customer partner card rebate invoices, Shell Filoplatform invoices, Dealer automation invoices, euroShell service invoices, Dealer key cost invoices, Pratikcard invoices, SOTR invoices, Nature Based Solutions and Credit Card invoice process. Interest Invoice Management
• Return invoice tracking (discount, rebate, fuels rebates, automation, eS service, SOTR, Pratikkart, Partnercard, etc.)
• Responsibility of Shell Fleet Solutions e-ledger activity.
• Coordinate ING process: Release of ING customers and send notification of GIB customers
• Monitoring and managing the Batch Job for processing of Statements of Account documentation
• Managing and monitoring the Self-Billing Process.
• Creating manual Billing Documents as and when required. (extinction, fixture, Service, return)
• Raising tickets and tracking them with SOM team.
• Running 5 times a month SOTR and Filoplatform invoices.
• To be focal point for e-invoice process for SFS Business and dealers. As a result, ıf there is an any problem on the process, ticket will be raised and tracking them with SOM team and SOVOS Team.
• Manage all related requests from sales team and related departments
• To be responsible from Shell Fleet Solutions month and year-end billing activities
• Operate non-standard Shell Fleet Solutions invoices - Without tax, euro, withdrawal codes, assurance letter, former year invoices SAPGEN template preparation and coordinating it with Krakow billing team
• Wokflow control owner for Shell Fleet Solutions invoices (Ensure that Mobility and Shell Fleet Solutions related invoices in workflow forwarded to billing admin on GSAP as an exceptional handler of workflow)
• Release of all Mobility and SFS invoices
• GIB & KEP &PI Control for SFS.
• Continuous Improvements: proactively identify and recommend CI initiatives, support or lead CI projects.
• Can be assigned to the role of Super User for the applications used.
• Act as Resolution Owner for e-invoice 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 authorizations as applicable)
• Maintain master data integrity.
• 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
• Plays an active role to implement global and local projects for E2E implementation and testing processes.
• Paper invoice archive process according to ISO standards
• ING process for mobility fuels rebate invoices and generate validation report
• Operate SFS non-standard and Manuel invoices
• Release of all SFS invoices
• AdBlue Invoices
• To be EV Recharge Process back-up
• Mutabakat pc ve buyback with finance
• Operate pending invoices process
• Managing each new dealer, vendor and working methods added bring with the rules of Legal & Fiscal issue.
• E2E deep dive of business-based workflows (Manual Invoces Process, VIS Buyback Process, Legal & Fiscal issue),
• Increasing the competence of individuals,
• Stakeholder/Change Management development,
• Being a gatekeeper,
• Increasing the level of knowledge by increasing the authority in CR managements
• Manage all related requests from SFS sales team, related departments
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.
• 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
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
-
• Apply
• Create Job Alert
•
o Internal: Customer Success Specialist
