Customer Operations is in its journey to provide the best in market customer experience for our Customers and Business Partners in Shell. We create the great place for commercially minded individuals who thrive working with customers and who want to growth their experience in agile, digital and e-commerce initiatives. 
We have a collaborative, flexible, dynamic and very supportive working culture; where every single one of us is determined to make a difference, to go the extra mile because it’s our job, every day, to make our customers’ experiences with Shell. 
We believe in creating an inclusive culture and work environment where you can thrive, innovate and develop; but most of all, be yourself.

Where You Fit In?

Customer Success Specialist (CSS) is empowered to manage customer experience, relationship and satisfaction across the end-to-end journey of our customers. This job sits across the Deal Management and Order to Cash forming a critical part of the Customer Fulfillment Cycle. It delivers end-to-end customer support, from contract and account set-up, through to order and payment. CSS provides Consistent, Adaptive, Reliable and Easy experiences to our customers. 

Principal Accountabilities:

This role may focus on some or all of the accountabilities below, depending on operational requirements.  Businesses serviced include but are not limited to: Global Commercial, Commercial Fleet and Retail.  These activities cover all Customer levels including Key Accounts.

Order Management:

Place, amend and orders, liaising with other service partners.  Apply the appropriate freight charges and surcharges as required;
Provide change information of planned shipments to schedulers and scheduling admin team;
Manage Delivery Status – take ownership of delivery status enquiries and trouble-shooting; proactively tracking and Business Partners as required;Process Returned Product; Commercial Fleet: Block Cards within required SLA.

Credit: Management:

Handle basic Customer credit enquiries.

Dispute Management:

Own the end to end Disputes process for Quantity, Pricing, Tax and Master Data Disputes.  This includes 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.

Feedback and Issues:

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

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.  Work with Customer IT teams to resolve issues and manage internal processes. 

Fraud Support:

Monitor account and payment transaction activity to identify incidents of Fraud;
Support Fraud Managers with fraud case information requirements. 

General Inquiries:

Handle New Business - Receive request for information or quotation from potential new Customers and connect them to the appropriate contact within Shell.