About the job
Cairo, Egypt
Job Family Group
Commercial and Retail
Worker Type
Regular
Posting Start Date
March 11, 2021
Business Unit
Downstream
Experience Level
Early Careers
Job Purpose
Job Description:
This job sits within the Order to Delivery Journey forming a critical part of the Customer Fulfilment Cycle. The Customer Operations Specialist Order to Cash provides high quality frontline support to existing Shell Customers from Order through to payment. Customer Operations Specialist Order to Cash drives proactive communications, value-adding interactions and effective issue resolution, providing best-in-market Customer experience
Principal Accountabilities
This role may focus on some or all 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.
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 required
Provide change information of planned shipments to schedulers and scheduling admin team, particularly to VMI Customers
Manage Delivery Status – take ownership of delivery status enquiries and troubleshooting; proactively tracking and Business Partners as required
Delivery Schedule Support Service - proactively call out to Customer, to manage Delivery issues
Schedule standard and non-standard orders (packed product)
Process Returned Product
Credit Management
Debt Collection & Cash Allocation – Administer debt collection, including direct debit rejections, allocations, refund/write-off/write on management, Cash and non-cash security handling
Block Order Management – Monitor open orders, review order status and action blocked orders
Handle basic Customer credit enquiries
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 utilization
Act as first level support for system interface errors
Act 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
Education Requirement/Field of Study: Bachelor Degree
Requirements
Skills & Experience:
Bachelor degree preferred (Business related major) or equivalent experience
Previous experience in Customer service or operations
English Language Proficiency
Experience in Microsoft Office; GSAP
Possess a strong Customer service ethic and ability to understand, meet and champion the Customer needs, while staying within the policies and procedures of Shell
Understand Shell Offer Book and customer value proposition
Able to demonstrate a continuous improvement mind-set
Demonstrated communication and relationship building skills
Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities
Disclaimer
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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