Job Purpose:

This job sits across the Order to Cash Journeys forming a critical part of the Customer Fulfilment Cycle.  The Customer Operations Specialist Deal to Cash provides high quality frontline support, proactive communications, value-adding interactions and effective issue resolution to deliver 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 CustomersManage 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

Touchless Support and Setup:

Support and proactively encourage touchless uptake and utilisation.Act as a touchless setup lead in system-to-system setup with Customers

Dispute Management:

Own the end-to-end Dispute process for Quantity, Pricing, Tax and Master Data Disputes, including 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

Credit Management

Handle basic Customer credit enquiries and copy document requests (SoA, Invoice, PoD)

Lubricant Service Administration:

Provide basic Customer advice on the scope of Lube Analyst Play Book.   Coach Customers on how to use the Shell Lube Analyst systems when recording new machines and oil samples.

Feedback and Issues:

Take ownership and resolve Customer complaints, closing the loop with Customers.

Job Knowledge, Skills & Experience:

Language:

Hindi Language to speak mandatoryEnglish Language

Other Skills & Experience:

Bachelor’s degree preferred (Business related major) or equivalent experiencePrevious experience in Customer serviceExperience in Microsoft Office with experience in using social media platforms including twitter/Facebook.Experience in Microsoft OfficePossess 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-set.Demonstrated communication and relationship building skillsDemonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities.

Competencies:

Commercial & Economic Acumen

Knowledge

Value Chain Understanding

Knowledge

Managing Customer Experience

Skill