Job description:

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

Order Management:

• 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

 
Retail Enquiries:

• 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

Requirements:

• 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

• 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