Job Description

Job Purpose: This job sits within the Order to Delivery Journey forming a critical part of the Customer Fulfilment Cycle. The Customer Operations Specialist Order to Cash provides high quality frontline support to existing Shell Customers from Order through to payment. Customer Operations Specialist Order to Cash drives proactive communications, value-adding interactions and effective issue resolution, providing 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. 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 Provide change information of planned shipments to schedulers and scheduling admin team, particularly to VMI Customers Manage Delivery Status - take ownership of delivery status enquiries and trouble-shooting proactively tracking and Business Partners as required Delivery Schedule Support Service - proactively call out to Customer, to manage Delivery issues Schedule standard and non-standard orders (packed product) Process Returned Product Credit Management Debt Collection & Cash Allocation - Administer debt collection, including direct debit rejections, allocations, refund/write-off/write on management, Cash and non-cash security handling Block Order Management - Monitor open orders, review order status and action blocked orders 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 Lubricant Service Administration: Provide basic Customer advice about the scope of the Lubes Analyst Play Book, escalate any consultative advice to Technical Helpdesk. Coach Customers on how to use the Shell Lubes Analyst systems when recording new machines and oil samples Touchless Support and Setup: Support and proactively encourage touchless uptake and utilisation Act as first level support for system interface errors Act as a touchless setup lead in system-to-system setup with existing Customers (BCI, EID, OCR, EDI). Work with Customer IT teams to resolve issues and manage internal processes. Job Knowledge, Skills & Experience: Language: Customer Language Proficiency (at least 1 if multiple language business) - C1 English Language Proficiency - A2 Hindi Language Proficiency - A2 Other Skills & Experience: Bachelor degree preferred (Business related major) or equivalent experience. Previous experience in Customer service. 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 JG Commercial & Economic Acumen Knowledge Value Chain Understanding Knowledge Managing Customer Experience Skill

Monster