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.
Master Data Set up & Amend:
Maintain Sales Hierarchy
Set up and amend Customer master data
Act as Resolution Owner for Master Data Disputes. Liaise with key interface, business partners and/or Customers to resolve them and perform invoice adjustment
Process manual vouchers received from Retailers during offline card transactions
Data Integrity Management:
Maintain master data integrity. Review DQS reports, correct any data errors and track performance against SLA
Place, amend and orders, liaising with other service partners in LSC, OTD & Credit as required.
Provide change information of planned shipments to schedulers and scheduling admin team, particularly to VMI Customers
Run-Out and Enquiries: Handle and resolve all queries from B2B fuels VMI Customers
Touchless Support and Setup:
Support and proactively encourage touchless uptake and utilisation
Act as a touchless setup lead in system-to-system setup with Customers
Receive and process requests from Retailers on behalf of the card Customers
Receive and process card queries and disputes from the Retailers, acquirers and third parties.
Handle enquiries from Retailers relating to site promotions or Cards Manual Authorisations.
General Inquiries & Feedback and Issues:
Handle new business and various queries from Customers
Take ownership and resolve Customer complaints, closing the loop with Customers
Digital and Touchless Support
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
Russian C1 level at least, English B2
Bachelor degree preferred (Business related major) or equivalent experience
Previous experience in Customer service or operations
Experience in Microsoft Office
Experience in Microsoft Office; GSAP experience preferred
Possess a strong Customer service ethic and ability to understand, meet and champion the Customer’s needs, while staying within the policies and procedures of Shell
Understand Shell’s Play Book and customer value proposition
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
Number of Vacancies: 1
Benefits of working at Shell:
Shell is an Equal Opportunity Employer
Utwórz powiadomienie, a informacje o nowych ofertach pracy spełniających Twoje kryteria otrzymasz mailowo.
Dziękujemy za utworzenie powiadomienia. Nowe oferty pracy spełniające ustawione przez Ciebie kryteria będą przesyłane na Twój adres e-mail.
Zamknij okno, aby wrócić do poprzedniej strony.