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 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
VMI Tank Dip, Run-Out and Enquiries: Handle and resolve all queries from B2B fuels VMI Customers
Schedule standard and non-standard orders (packed product)
Process Returned Product
Commercial Fleet: Block Cards within required SLA
Credit Management
Manage the customer experience by performing identified tasks (i.e. credit status inquiries, blocked order management) within prescribed timeframes, in close collaboration with the FO Credit organization
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
Manage elements of the DFOA process:
Manage and monitor Customer & Distributor complaints mailbox through to resolution.
Ensure DFOA related ordering issues are visible and managed in accordance to service level agreement
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.
Fraud Support
Monitor account and payment transaction activity to identify incidents of Fraud.
Support Fraud Managers with fraud case information requirementsGeneral Inquiries:
Handle New Business - Receive request for information or quotation from potential new Customers and connect them to the appropriate contact within ShellRequirements
Job Knowledge, Skills & Experience:Language:
Customer Language Proficiency (at least 1 if multiple language business) – C1
English Language Proficiency – B2
Bachelor degree preferred (Business related major) or equivalent experience
Previous experience in Customer service or operations
Experience in Microsoft Office with experience in using social media platforms including twitter/Facebook
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 act as a Shell Brand Ambassador in a ‘voice of Shell’ role with Live Chat and social media platforms
Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities
Able to demonstrate resilience and patience, especially when interacting with challenging Customers
Able to demonstrate interchangeable communication skills, by communicating effectively in writing, by phone, or by live chat and social media channels professionally, accurately, and quickly
Able to demonstrate a continuous improvement mind-set
Company Description
Start Something RemarkableShell Business Operations (SBO) Manila is focused on driving excellent corporate performance in Finance, Human Resource, Customer Service, Order-to-Delivery, and Contracting and Procurement. We enable Shell to operate in a global-competitive and ever-changing business environment.A career in Shell will offer you remarkable opportunities for growth, true experience across different business areas and the tools you need to discover and develop your skills within the energy industry.We’re looking for qualified individuals with the drive to create significant business impact, as well as to collaborate with a team of professionals with diverse backgrounds. If you are a great team player, possess superior communication skills and problem solving abilities, join us and see the impact that you can make across our global business.
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 Royal Dutch/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.
Employment TypeFull Time
Work Location
Manila
SBO LocationManila
