Customer Success Specialist

**The Role**:
**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.

Customer Operations is the umbrella organization for the Downstream customer-related processes, which encompasses the entire chain of customer-facing activities. We partner with more than a dozen Downstream businesses and functions, including Lubricants, Marine, Aviation, Specialties, Retail, Fleet Solutions, Trading & Supply, Finance Operations and Credit.

**What’s the role?**

**Purpose**

Customer Operations make a huge impact on our customer’s experience and our businesses’ performance through our interactions. This job plays a critical role in delivering for the customer, so our customers choose Shell more often and in preference to our competitors, and ultimately generating higher returns for Shell.

The COS Order to Cash supports our customer’s daily operations, delivering all relevant services to the customer from product ordering till collection of cash. The COS Order to Cash owns 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 may focus on some or all the accountabilities below, depending on operational requirements. These activities cover all Customer levels including Key Accounts and Platinum Customers.

**Accountabilities**

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

Credit Management:

- Block Order Management - Monitor open orders, review order status and action blocked orders
- Handle basic Customer credit enquiries on cash allocation and debt collection, including direct debit rejections, allocations, refund/write-off/write on management, Cash and non-cash security handling

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
- Act as first level support for system interface errors
- Assist in online services setup for system-to-system setup with existing Customers.
- Work with Customer IT teams to resolve issues and manage internal processes.

Others:

- Build strong relationship and deliver effective e2e analysis with Leadership/all key stakeholders
- Drive Continuous Improvement Culture, identify, align and implement improvement initiatives with all key stakeholders

**What we need from you?**

**Job Knowledge, Skills & Experience**:

- 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 Bahasa Indonesia and English
- Preferably with experience in Indonesia Customer Operations

**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 employees in over 70 countries across the world.

SBO Kuala Lumpur is home to 11 different functions that support Shell within the Southeast Asia