Shell STAS - Customer Success Specialist

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: 07

Present Company: TR03 Shell & Turcas Petrol A.S

Country/Region of Work Location: Türkiye

Target Hire Date: September 1, 2023

Worker Type: Regular

Posting End Date: August 30, 2023

Business Unit: Downstream and Renewables

Job Requisition ID: R130386

Location: İstanbul - Esentepe

Posting Date: 14/08/2023 - 1 day ago

Job Family: B2B/B2C Customer Operations

Time Type: Full time

Job Type: Regular

Supervisory Organization: DRL/O/BB2 Mobility B2B (Gaye Ilgun) (59711216)

Hiring Manager: Gaye Ilgun

Sorumluluklar

Job Description:

Job Purpose

This job sits within the Order to Delivery Journey forming a critical part of the Customer Fulfilment Cycle. The Customer Success Specialist Order to Cash provides high quality frontline support to existing Shell Customers from Order through to payment. Customer Success Specialist Order to Cash 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 Retail, Commercial fuels.

Order Management:

• Place, amend and orders, liaising with other service partners in Scheduling, OTD & Credit as required. Apply the appropriate freight charges and surcharges as required in accordance with pre-agreed instructions stated in Offer book

• Monitoring Credit Status – providing services and trouble-shooting; proactively tracking and Business Partners as required

• Schedule standard and non-standard orders (packed product)

• Process Returned Product

• Being bridge between the team and tracking effects of T&S activities (order changes according to depots and stock out),

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

Feedback and Issues:

• Handling Customer complaints feedback and compliments. Liaise with resolution owners, and other Service Partners as required. Close the loop with customers.

• Take ownership for the resolution of customer complaints and enquiries within SLA

• Ability to dealing with exceptional/compulsive cases

• Representing CO team in all ISO meetings for both internal and external audits and managing CAR processes.

Touchless Support and Setup:

• Support and proactively encourage touchless uptake and utilization

• Act as first level support for system interface errors

• Act as a touchless setup lead in system-to-system setup with existing Customers/Dealers. Work with Customer IT teams to support Operating Unit to resolve issues and manage internal processes.

• E-commerce focal point for Customer Success Team - Mobility B2B (MarketHub, SalesForce systems etc.). Plays an active role to implement global projects.

• An inclination to RPA as a professional or an amateur

Retail

• Support to manual authorization process.

• To be focal point for inclusion of erroneous and non-reflective sales in the system.

• Upskilled Superuser responsibilities

• Experience in E2E processes, and guardian of the SOPs.

Other Inquiries

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

• Full compliance with TS-EN-ISO 9001, ISO/TS 16949, TS-EN-ISO 14001, ISO 27001 and ISO 10002 standards/procedures/work instructions.

• Provide live resolved servicing and when live resolution cannot be achieved, make a date and time (DTC) with customer for resolution and ensure that DTC is met.

• Taking responsibility for reach customer service standards when the system failure (BCP mode) occurs

• CSS must adhere to schedule assigned and be prepared to work a variety of shifts, including during weekends and public holidays.

• Realize, as part of a team, the importance of arriving at work on time, taking breaks at designated times and working well with other team members.

• Record and follow up all customer contacts details in customer facing systems (Sales Force System)

• Commit to an ongoing training and development progress.

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.

Aranan Nitelikler

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: Knowledge

Value Chain Understanding: Knowledge

Managing Customer Experience: Skill

Shell

STAS - Customer Success Specialist

İlan Tanımı

Sorumluluklar

Aranan Nitelikler

Ayrıcalıklar

Departman

İlan Türü

Yayınlanma Tarihi

Son Başvuru

Maaş

Çalışma Lokasyonları

The future. Yours to make.

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