Job description:

This job sits across the Deal Management and Order to Cash Journeys forming a critical part of the Customer Fulfilment Cycle. This job delivers end-to-end Customer support, from contract set up, through to order and payment. The Customer Operations Specialist Deal to Cash provides high quality frontline support, proactive communications, value-adding interactions and effective issue resolution to deliver best-in-market Customer experience.
 
Principal Accountabilities:

• Work with Account Managers to provide pre-offer, offer and contract management support for standard and non-standard contract set up and maintenance

• Execute contract legal and fiscal requirements

• Own contract documentation archiving and termination of customer contracts and support preparing for tender bids

• Accountable for end to end pricing data management including setting up pricing, confirming pricing, managing price increases and changes, implementing rebates and charge backs, invoice accuracy, investment deals, and resolving pricing related errors and disputes

• Take ownership for the resolution of Customer complaints and feedback, liaising with other Service Partners as required

• Maintain Sales Hierarchy, contract registers and banding adherence

• Act as Resolution Owner for Master Data Disputes.

• Place, amend and orders, liaising with other service partners

• Manage Delivery Status – take ownership of delivery status enquiries and trouble-shooting; proactively tracking and Business Partners as required.

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

• Process Returned Product

• Own the end to end Dispute process for Quantity, Pricing, Tax and Master Data Disputes, including logging of dispute, undertaking initial investigation and root cause analysis, liaising with key interfaces to resolve disputes. Close the loop with Customer on case outcome and confirm closure of case

• Take ownership and resolve Customer complaints, closing the loop with Customers

• Support Shell’s Customers on digital and social media channels and proactively encourage self-support solutions, ensuring Customers are aware of the information and tools on the website and mobile application

Requirements:

• Bachelor degree preferred (Business related major) or equivalent experience

• Previous experience in Customer service or operations

• Experience in Microsoft Office with experience in using social media platforms including twitter/Facebook

• Strong Customer service ethic and ability to understand, meet and champion the Customer’s needs, while staying within the policies and procedures of Shell

• 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

• English min. C1

Number of Vacancies: 1

• Meaningful work in a company that is universally respected as a truly global energy leader (one of the world’s biggest companies according to Fortune Global 500)
• Unique opportunity to fulfill your potential with personal and professional development programs
• Work in a smart and motivated team within a supportive and inclusive culture with strong values
• Attractive salary and bonuses
• Complex medical care and individual life insurance
• Sports programme & facilities e.g. Multisport Benefits Card, vouchers for free time activities
• Good atmosphere at work and comfortable working environment: own canteen and a few relax rooms
• Opportunity to participate in social and community projects