This job sits within the Deal Management Journey forming a critical part of the Customer Fulfillment Cycle. You will support delivery of a Customer Value Proposition that sets Shell apart from its competitors. The Customer Operations Specialist Deal Management supports Account Managers in on-boarding Customers to Shell and delivering all relevant changes to the customer agreement throughout the contract life-cycle. As a Customer Operations Specialist Deal Management you will own pricing and the contract set up, amendment and management process. This role makes sure Customers find it easy to do business with Shell by providing a best-in-market Customer experience.
More specifically, your role will include:
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, working with local legal focal points
Follow-up directly with customers on missing contract documentation
Ensure contracts are signed and stored in line with local country requirements
Review contract performance
Own contract documentation archiving and termination of customer contracts
Support preparing for tender bids
Set up and maintain end to end pricing data
Act as resolution owner of Customer complaints
Maintain Sales Hierarchy, contract registers and banding adherence
Process manual vouchers received from Retailers during offline card transactions
Act as a touchless setup lead in system-to-system setup with new Customers
Work with Customer IT teams to resolve issues and manage internal processes.
Dutch at B2 level minimum
You ideally have previous experience in customer service
Bachelor degree preferred (Business related major) or equivalent experience
A proven ability to use Microsoft Office
You’ll need a strong Customer service ethic and ability to understand, meet and champion the Customer’s needs, while staying within the policies and procedures
A proven ability to demonstrate a continuous improvement mind-set
Demonstrated communication and relationship building skills
Your colleagues would recognize you as someone who is willing to be coached, showing an openness to feedback and performance improvement opportunities
Number of Vacancies: 1
Benefits of working at Shell:
Shell is an Equal Opportunity Employer
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