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Shell Business Operations
Data aktualizacji: 2020-03-27
Kraków, małopolskie
BPO/SSC, Obsługa klienta
Data aktualizacji: 2020-03-27
Shell Business Operations
Customer Operations Expert with English
Royal Dutch Shell is a global group of energy and petrochemicals companies, operating in over 80 countries and territories and employing more than 90,000 people. Our core values of Honesty, Integrity and Respect for People define who we are and how we work. Royal Dutch Shell has developed a global network of Shell Business Operations to provide first-class services to Shell companies across the world.

Shell Business Operations (SBO) Krakow sits at the centre of Shell’s global businesses, providing an operational backbone to our essential business functions. Working in a vibrant community with strong values and a supportive culture, an SBO-Krakow job will offer the chance to build a lasting and meaningful career. As one of six Business Service Operations centres, located worldwide, a job in Krakow will give you the chance to interact and work with people across the world, helping to deliver excellent support to business clients and internal stakeholders as well as advanced financial operations.

Customer Operations Expert with English
Customer Operations Expert with English
Work location: Kraków

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:


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

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

  • Handles a range of front-line customer enquiries within the agreed processes and ways of working, including:

-Place, amend and cancel Standard Orders, liaising with other service partners in Lubricants Supply Chain (LSC), Credit and Scheduling as required. Manage the blocked orders process. 

-Receive urgent order requests and create urgent orders within framework of delivery promise. Initiate appropriate surcharges.

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

-Receive request for return of product, via customer, distributor or AM. Liaising as applicable with LSC.

-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.

Customer Care & Indirect Market Purpose & Accountabilities

  • Provide a dedicated Account Manager and Global Key Account support within the areas of:  reporting, delivery and order management and communication, relationship building;

  • Identify and implement Continuous Improvement initiatives within the lifted and shifted scope of responsibilities for ones dedicated portfolio;

  • Lead local implementations of European Customer Operations and Lubricants Supply Chain projects, liaise with Customer Experience Excellence teams, Continuous Improvement specialists, SCRUM Development team, RPA specialists;

  • Support a special Delivery for Own Account business model within the area of reporting and overall customer/distributor support. 




  • english Language Proficiency – C1

  • proven Experience in Customer Service 

  • proven Experience in Supply Chain  

  • 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

  • Beneficial: project management proven track record.   


Number of Vacancies:

Benefits of working at Shell:
  • 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

Shell is an Equal Opportunity Employer