Customer Success Specialist

2 weeks ago

Cyberjaya, Malaysia Shell Full time

**Where you fit**

Expect lots of support and encouragement while you’re here. You’ll be working alongside people who love what they do and enjoy sharing their enthusiasm with everyone around them. We value career growth. You’ll have limitless opportunities to explore - whether that means building up new areas of expertise or taking in a different direction.

**What’s the role?**

The Deal to Cash (DtC) supports our customer’s daily operations and deal management supports Account Managers in on-boarding Customers to Shell and delivering all relevant changes to the customer agreement throughout the contract life-cycle & delivering all relevant services to the customer from product ordering till collection of cash. The DTC owns pricing and the contract set up, amendment and management process, ordering, delivery, invoicing and cash collection process. This role makes sure Customers find it easy to do business with Shell by providing a best-in-market customer experience.

This role support Lubricants Business in UAE or Macro Distributor for Middle East following UAE working hours.

The following are the accountabilities, focusing on activities depending on operational requirements.

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 (in consultation with line manager and within the authorisations as applicable)
- 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

Pricing:

- Set up and maintain end to end pricing related data, rebates and charge backs, investment deals, invoice accuracy, and resolving pricing related errors and disputes

Order Management:

- Place and amend orders, liaising with fuels & lubricants supply chain & credit service partners as required.
- Manage delivery of orders - take ownership of delivery status enquiries and trouble-shooting; proactively track and update Business Partners as required
- Handle and resolve all queries from Customers
- Schedule standard and non-standard orders
- Process Returned Product

Data Integrity Management:

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

General Inquiries:

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

Dispute Management:

- Own the end to end Disputes process, which 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.
- Manage and monitor Retailer/Distributor/Reseller complaints through to resolution.
- Ensure ordering issues are visible and managed in accordance to service level agreement

Online Services Support and Setup:

- Support and proactively encourage uptake and utilisation of online services
- Assist in online services setup for system-to-system setup with existing Customers.

Others:

- Build strong relationship and deliver effective end to end analysis with various key stakeholders
- Drive Continuous Improvement Culture, identify, align and implement improvement initiatives with various key stakeholders

**What we need from you?**

**Job Knowledge, Skills & Experience**:

- Bachelor degree preferred (Business related major) or equivalent experience
- Must have at least 3 years of solid experience in Customer service
- Experienced in Microsoft Office
- Preferrably with experience in Logistics
- Possess a strong Customer service ethic and ability to understand, meet and champion the Customer’s needs, while staying within the policies and procedures of Shell
- Able to act as a Shell Brand Ambassador in a ‘voice of Shell’ role with Live Chat and social media platforms
- Able to demonstrate a continuous improvement mind-set
- Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities
- Able to problem-solve independently, dealing with a range of uncommon queries
- Able to demonstrate resilience and patience, especially when interacting with challenging Customers
- Strong proficiency (read/write/speak) in English

**Company Description**

Shell Business Operations (SBO) is a chain of operational centers that form an integral part of Royal Dutch Shell. We influence business development for Shell globally, enabling the work of 93,000 employ

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