Shell Hiring for Customer Success Specialist – OTC at Chennai, India Full Time

, India

Job Family Group:

Commercial and Retail

Worker Type:

Regular

Posting Start Date:

Business unit:

Downstream

Experience Level:

Early Careers

Job Description:

Job Purpose:

This job sits across the Deal Management and Order to Cash Journeys forming a critical part of the Customer Fulfilment Cycle. This job delivers end-to-end Customer support, from contract set up, through to order and payment. 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.

Principal Accountabilities:

This role may focus on some or all 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 and Platinum Customers.

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Delivery to Cash Activities:

Order Management:

• Place, amend and orders, liaising with other service partners in LSC, OTD & Credit as required. Apply the appropriate freight charges and surcharges as required

• Manage Delivery Status – take ownership of delivery status enquiries and troubleshooting; proactively tracking and Business Partners as required.

• Delivery Schedule Support Service – proactively call out to Customer, to manage Delivery issues

• Process Returned Product

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

Dispute Management:

• Own the end-to-end Dispute process for Quantity, Pricing, Tax and Master Data Disputes, including 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

Credit Management

• Debt collection and cash allocation, block order management

• Handle basic Customer credit enquiries and copy document requests (SoA, Invoice, PoD)

Lubricant Service Administration:

• Provide basic Customer advice on the scope of Lube Analyst Play Book. Coach Customers on how to use the Shell Lube Analyst systems when recording new machines and oil samples.

Deal Management Activities:

Contract Management:

• Work with Account Managers to provide pre-offer, offer and contract management support for standard and non-standard contract set up and maintenance, in compliance with the Play Book

• Execute contract legal and fiscal requirements

• Follow-up directly with customers on missing contract documentation

• Ensure contracts are signed and stored in line with local country requirements

• Review contract performance as part of SCM process

• Own contract documentation archiving and termination of customer contracts

• Support preparing for tender bids

Pricing:

• Accountable for end to end pricing data management including setting up pricing, confirming pricing, managing price increases and changes, implementing rebates and charge backs, invoice accuracy, investment deals, and resolving pricing related errors and disputes (also covers Distributor DFOA Customers)

Trouble Shooting:

• Provide “One Team” support for Sales in owning and resolving all Deal Making issue resolution. Work to uncover issue root cause of issues and implement sustainable fixes

• Take ownership for the resolution of Customer complaints and feedback, liaising with other Service Partners as required

Master Data Set up & Amend:

• Maintain Sales Hierarchy, contract registers and banding adherence

• 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

• Product Lifecycle Data Management: maintain inclusions, exclusions and listings of products in support of PLM and Customer specific requirements

Data Integrity Management:

• Maintain master data integrity. Review DQS reports, correct any data errors and track performance against SLA

Job Knowledge, Skills & Experience:

Language:

• Customer Language Proficiency Hindi (at least 1 if multiple language business) – C1

• English Language Proficiency – B2

Other Skills & Experience:

• Bachelor’s degree preferred (Business related major) or equivalent experience

• Previous experience in Customer service

• Experience in Microsoft Office with experience in using social media platforms including twitter/Facebook

• Experience in Microsoft Office

• Possess a strong Customer service ethic and ability to understand, meet and champion the Customer’s needs, while staying within the policies and procedures

• 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

Competencies:

Competency Requirements for JGs

Competency

JG 8

Commercial & Economic Acumen

Knowledge

Value Chain Understanding

Knowledge

Managing Customer Experience

Skill

Contract Management

Knowledge

DISCLAIMER:

Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Shell/Shell Group companies around the world. The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand. Shell is an Equal Opportunity Employer.

According to the United Nations, the global population could increase to more than 10 billion people. A key role for society – and for Shell – is to find ways to meet the growing demand for energy, with less carbon emissions. We need people who dare to think differently – to take part in developing tomorrow’s energy solutions today.