ManilaJOB DESCRIPTION:1.Order Management:Place, amend and orders, liaising with other service partners in Airport Ops, OTD & Credit as required. Apply the appropriate freight charges and surcharges as requiredProvide change information of customer flights in the Into Plane Business to Airport OpsManage Delivery Status – take ownership of delivery status enquiries (Fuel Release/Authorization) and trouble-shooting; proactively tracking and Business Partners as requiredDelivery Schedule Support Service - proactively call out to Customer, to manage issues in supply or probable cause of delay on giving productSchedule standard and non-standard orders (Regular AFA or Emergency fueling)Coordinate for approval of AFAs with Trade Control IssuesProcess Returned Product (Defueling, Product Swap)Manage emergency re-fuelling service & fuel requests of Into Plane Aviation Customers2.Credit ManagementManage the customer experience by performing identified tasks (i.e. credit status inquiries, blocked order management, Fuel Stops) within prescribed timeframes, in close collaboration with the FO Credit organization3.Dispute Management:Own the end to end Disputes process for Sold To, 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 case4.Feedback and Issues:Manage Customer complaints feedback and compliments. Liaise with resolution owners, and other Service Partners as required. Close the loop with customers. This includes close the loop activities for feedback given through Customer Service Index (CSI)5.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 agreement6.Touchless Support and Setup:Support and proactively encourage touchless uptake and utilisationAct as first level support for system interface errorsAct as a touchless setup lead in system-to-system setup with existing Customers (Markethub, BCI, EID, OCR, EDI). Work with Customer IT teams to resolve issues and manage internal processes.7.General Inquiries :Handle New Business - Receive request for information or quotation from potential new Customers and connect them to the appropriate contact within Shell8.Peer support:Help train new joiners through floor support, Side by Side and Classroom Training as needed in accordance to 70-20-10 modelAssist colleagues in troubleshooting issues and escalations including but not limited to Super User responsibilities
Skills & Requirements :Customer Language Proficiency (at least 1 if multiple language business) – C1
English Language Proficiency – B2Bachelor degree preferred (Business related major) or equivalent experiencePrevious experience in Customer service or operationsExperience in Microsoft Office; GSAP/ H3 experience preferredPossess a strong Customer service ethic and ability to understand, meet and champion the Customer’s needs, while staying within the policies and procedures of ShellUnderstand Shell’s Play Book and customer value propositionAble to demonstrate a continuous improvement mind-setDemonstrated communication and relationship building skills
Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunitiesAdditional Information :Requires schedule flexibility working on Night Shift but not limited to that.24x7 environment and businessWorking on HolidaysPrior knowledge and experience to the Aviation Business, SAP and is an advantage
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.
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.