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 requiredProvide change information of planned shipments to schedulers and scheduling admin team, particularly to VMI CustomersManage Delivery Status – take ownership of delivery status enquiries and trouble-shooting; proactively tracking and Business Partners as requiredDelivery Schedule Support Service - proactively  call out to Customer, to manage Delivery issuesVMI Tank Dip, Run-Out and Enquiries: Handle and resolve all queries from B2B fuels VMI CustomersSchedule standard and non-standard orders (packed product)Process Returned ProductCommercial 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 utilisationAct as first level support for system interface errorsAct 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 requirements 

General Inquiries :

Handle New Business - Receive request for information or quotation from potential new Customers and connect them to the appropriate contact within Shell

Business Specific Accountabilities:

Within the Customer Operations Specialist Order to Cash job the specific activities below are only relevant for the following businesses:

International Marine:

Liaise with delivering company schedulers to ensure fulfilment of scheduling requirements for International Marine orders.  Provide product stock availability information to International Marine Customers through timely sending of  Industry Order Confirmation (IOC)Manages requests for quotations from existing customersIdentify alternative solutions for rejected order lines and place respective new orders. Maintain accurate root cause for order lines rejections.Execute and log trade controls for each order placedManages communication with delivering companies through the use of marketHub conco/delco chat. Act as focal point with identified Delco’s to address process gaps and maintain accurate Delco Guide information. Maintain Customer guides with critical knowledge and information to manage orders & deliveries. Ensure POD collection process is effective.Support distributors in MarketHub (eHaulier) trouble shooting questions. Support Delivering companies in usage of MarketHub conco/delco chat.

Aviation

Manage emergency re-fuelling service & fuel requests of Into Plane Aviation Customers

Retail:

Receive and process requests and queries from Retailers on behalf of Cards Customers and manage card transactions assistance request for manual authorisation of a card transaction.Handle site promotion queries and Cards Manual Authorisations

Specialities (Selected Markets):

Liaise with local delivery company to ensure fulfilment of scheduling requirement for bitumen orders.  Coordinate with company owned and 3rd party owned plants to ensure stock availability information prior to order confirmation.

Job Knowledge, Skills & Experience:

Language:

Customer Language Proficiency (at least 1 if multiple language business) – C1English Language Proficiency – B2Bachelor 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 proceduresAble to demonstrate a continuous improvement mind-setDemonstrated communication and relationship building skillsDemonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities