Job description:

Provide high quality operations support to the lubricant’s customers in the United Kingdom Delivering effective communications, value-adding interactions and efficient issue resolution.


As a Customer Operations Specialist you will:

• Collaborate and build relationships/partnerships with Sales and Functional Leaders across the organisation.

• Adopt Customer 1st mindset and utilise the Customer Operations Specialists behaviours to deliver an exceptional customer experience.

• Proactively identify CI opportunities to improve the customer experience and added value for Shell and our customers. Embeds Standard Work principles into core daily activities.

• Handle a range of front-line customer enquiries within the agreed processes and ways of working

• Order management liaising with other service partners in Lubricants Supply Chain (LSC), Credit and Scheduling as required. Manage the blocked orders process. 

• Provide information of changes to planned shipments to schedulers and scheduling admin team.

• Receive request for return of product

• Own the end to end disputes process for quantity, pricing and Master Data disputes including the logging of dispute, undertaking route cause analysis, liaising with key interfaces to resolve disputes and feeding back the outcome to the customer

• Take ownership for the resolution of customer complaints, feedback and compliments, liaising with other service partners as required.

Requirements:

• English Language Proficiency – C1

• excellent communication skills

• strong customer focus

• ability to deal with multiple tasks and work in a dynamic team

• ability to cooperate efficiently 

• ​willingness to develop a career in a multinational environment

• good working knowledge of MS Office tools and Outlook

• previous experience in supply chain or customer service industries would be an asset

Number of Vacancies: 6

• 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