Customer Operations Specialist
Royal Dutch Shell
Commercial and Retail
Job Family Group:
April 19, 2023
Posting Start Date:
Customer Operations is in its journey to provide the best in market customer experience for our Customers and Business Partners in Shell. We create the great place for commercially minded individuals who thrive working with customers and who want to growth their experience in agile, digital and e-commerce initiatives.
We have a collaborative, flexible, dynamic and very supportive working culture; where every single one of us is determined to make a difference, to go the extra mile because it’s our job, every day, to make our customers’ experiences with Shell. We believe in creating an inclusive culture and work environment where you can thrive, innovate and develop; but most of all, be yourself.
What is the Role?
As a Customer Success Specialist, you will be accountable for a certain customer portfolio to take ownership, drive accountability, and demonstrate and communicate improvements for our customer journey. This is a key enabler to drive best-in-class CX and to ensure maximum customer-centricity.
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 Book
Execute contract legal and fiscal requirements, working with local legal focals
Follow-up directly with customers on missing contract documentation
Ensure contracts are signed and stored in line with local country requirements
Review contract performance as part of SCM process
Own contract documentation archiving and termination of customer contracts
Support preparing for tender bids
Set up and maintain end to end pricing data, including setting up standard and non-standard rebates and monitor rebate and sales performance.
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 fix.
Act as resolution owner of Customer complaints. Feedback outcomes to COS Order to Cash colleagues whom will communicate with customers.
Data Integrity Management:
Maintain master data integrity. Review DQS reports, correct any data errors and track performance against SLA
What we need from you:
Bachelor Degree in Business or equivalent is preferred.
Demonstrated ability and commitment to build Customer Success
Experience in Microsoft Office; GSAP/ H3 preferably
Strong customer relationship management and interpersonal skill
A proactive and agile learner to be responsible for new upcoming projects.
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
A good understanding of Commercial & Economic Acumen and Value Chain methodology: being comfortable and eager to learn with complex business models and deal structures in what is a new commercial business for Shell
Understand the activity, business and needs of customers and stakeholders, providing the great and promptly support to customers and business to sustain business growth and profitability.
Good strategic thinking and problem-solving skills
Able to demonstrate a continuous improvement mind-set
Able to work under pressure and strict timeline
Attention to details when dealing with Data Management and high focus on Compliance
Demonstrated communication and relationship building skills
Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities
A passion for the energy transition, and agile working for new business transition model
Excellent communication skills in both Thai and English
Shell’s presence in Thailand dates back to 1892 when the first barge containing Shell kerosene docked in Bangkok. Today, Shell is one of the largest and the longest-established multinational operations in Thailand. The Shell Brand is one of the most esteemed and well respected in the Thai energy sector. Shell played a pioneering role in the advancement of the industry, from the establishment of refineries to a nationwide network of gasoline stations. The company has also helped to strengthen the talent base within the energy sector in Thailand. For more than 120 years of our operations in Thailand, Shell has been growing side by side with the country’s developing economy. We have been committed to developing products of quality and to preserving the environment. Our goal is not only to achieve business success but also to play an active role in helping improve society.
An inclusive place to work
To power progress, we need to attract and develop the brightest minds and make sure every voice is heard. Here are just some of the ways we are nurturing an inclusive environment – one where you can express your ideas, extend your skills, and reach your potential.
We’re creating a space where people with disabilities can excel through transparent recruitment process, workplace adjustments and ongoing support in their roles. Feel free to let us know about your circumstances when you apply, and we’ll take it from there.
We’re closing the gender gap – whether that’s through action on equal pay or by enabling more women to reach senior roles in engineering and technology.
We’re striving to be a pioneer of an inclusive and diverse workplace, promoting equality for employees regardless of sexual orientation or gender identity.
We consider ourselves a flexible employer and want to support you finding the right balance. We encourage you to discuss this with us in your application.
A rewarding place to work
Combine our creative, collaborative environment and global operations with an impressive range of benefits and joining Shell becomes an inspired career choice.
We’re huge advocates for career development. We’ll encourage you to try new roles and experience new settings. By pushing people to reach their potential, we frequently help them find skills they never knew they had, or make career moves they never thought possible.
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 Shell/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.