Job Family Group:
Commercial and Retail
Posting Start Date:
July 14, 2021
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.
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
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
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.
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:
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.
Manage emergency re-fuelling service & fuel requests of Into Plane Aviation Customers
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.
This job sits within the Deal Management Journey forming a critical part of the Customer Fulfilment Cycle. The job supports delivery of a Customer Value Proposition that sets Shell apart from its competitors. The COS 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. The COS Deal Management owns pricing and the contract set up, amendment and management 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 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.
Contract Management:Work with Account Managers to provide pre-offer, offer and contract management support for standard and non-standard contract set up and maintenance, in compliance with the Play BookExecute contract legal and fiscal requirements, working with local legal focalsFollow-up directly with customers on missing contract documentationEnsure contracts are signed and stored in line with local country requirementsReview contract performance as part of SCM processOwn contract documentation archiving and termination of customer contractsSupport preparing for tender bids
Pricing:Set up and maintain end to end pricing data, including confirming pricing, managing price increases and changes, implementing rebates and charge backs, investment deals, invoice accuracy, and resolving pricing related errors and disputes (also covers Distributor DFOA Customers)
Trouble Shooting:Provide “One Team” support for Sales in owning and resolving all Deal Making issue resolution. Work to uncover issue root cause of issues and implement sustainable fixesAct as resolution owner of Customer complaints. Feedback outcomes to COS Order to Cash colleagues who will communicate with customers
Maintain Sales Hierarchy, contract registers and banding adherenceSet up and amend Customer master dataAct 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 transactionsProduct Lifecycle Data Management: maintain inclusions, exclusions and listings of products in support of PLM and Customer specific requirements
Data Integrity Management:Maintain master data integrity. Review DQS reports, correct any data errors and track performance against SLA
Touchless Setup: Act as a touchless setup lead in system-to-system setup with new Customers (BCI, EID, OCR, EDI). Work with Customer IT teams to resolve issues and manage internal processes.
Business Specific Accountabilities:
Within the Customer Operations Specialist Deal Management job the specific activities below are only relevant for the following businesses:
Commercial Fleet Road Services:
Responsible for Road Services registration and set up and amend process, checking for accuracy, legal compliance and documentation completenessAct as Road Services Customer advisor and create the link between Customer and third party providers, resolving operational issues
Execute and log trade controls as part of SCM process.Act as interface with local deal management Customer Operations Specialist teams to support local marine contracting activities for marine Sales account managers.Manage price set up for RLA services and use eDeal Marine Pricing tool to support pricing activitiesManage RLA services data set upMaximize usage of Shell Marine App part of Marine digital solutions for customers
For Aviation, a significant part of the Deal Management role involves supporting Airport Optimizers and Account Managers through the Bid and Tender process, which is a global process, covering international customersEnsure effective set up of all Aviation Into Plane customers in their entirety in GSAP, which includes accurate translation of Customer Offer into customer master and reference data, excellence in Customer Set Up and Amend process, and timely running of Price NotificationsCreate and maintain accurate Aviation Customer Pricing data and Price set up in GSAPResolve pricing invoice disputesAdminister rebate settlements and Pricing adjustments
Analyse customers past performance (Contract vs performance delivery) and exceptions to offer book to recommend appropriate actionsUse pricing tool (Specialties Pricing Jupiter Tool) to support Pricing Manager for the execution of pricing operationsWork with Process Expert, E2E & Business development manager to leverage on standard process (where possible) to support new business (market entry, new product introduction etc)Act as coordinator to ensure Integrity Due Diligence (IDD) are performed to ensure integrity of customer before signing up as Shell customers/distributors
Job Knowledge, Skills & Experience:
Customer Language Proficiency (at least 1 if multiple language business) – C1English Language Proficiency – B2
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.
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