Shell's story in China dates back more than 100 years. At Shell China we will make sure that your ideas will travel. We need world-
class candidates to continue our drive to innovate and answer the world’s energy needs in socially and environmentally responsible ways.
All of Shell’s core businesses are now represented in China. Upstream (oil and gas exploration and liquefied natural gas), Downstream (Oil Products and Chemicals) and our Projects and Technology organisation (Shell Global Solutions and Coal Gasification).
Job Purpose :
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-
Principal Accountabilities :
This role may focus on some or all of the accountabilities below, depending on operational requirements. These activities cover all Customer levels including Key Accounts and Platinum Customers.
Order and Delivery Management :
Place, and amend orders, liaising with other service partners in LSC, OTD & Credit as required.
Apply the appropriate freight charges and surcharges as required
Execute and log trade controls for each order placed
Manages communication with delivering companies through the use of lighthouse conco / delco chat in MarketHub
Liaise with delivering company schedulers to ensure fulfilment of scheduling requirements for every Marine orders
Manage Delivery Status take ownership of delivery status enquiries and trouble-shooting; proactively tracking and engaging Business Partners as required and proactively calling out Customers to manage experience
Provide product stock availability information to International Marine Customers through timely sending of Industry Order Confirmation (IOC)
Identify alternative solutions for rejected order lines and place respective new orders.
Maintain accurate root cause for order lines rejections.
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.
Process Returned Product
Dispute Management :
Logging of dispute, undertaking initial investigation and root cause analysis in liaison with other key interfaces in iCSC, LSC and with indirect partners to resolve and close disputes.
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 (Offer Book), escalate any consultative advice to Technical Helpdesk.
Coach Customers on how to use the Shell RLA systems when recording new machines and oil samples
Touchless Support and Setup :
Support and proactively encourage touchless uptake and utilisation
Act as first level support for system interface errors
Support Delivering companies in usage of MarketHub conco / delco chat.
Support distributors in MarketHub (eHaulier) trouble shooting questions.
Support customers in usage of MarketHub.
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.
General Inquiries :
Manages requests for quotations from existing customers
Handle New Business - Receive request for information or quotation from potential new Customers and connect them to the appropriate contact within Shell
Subject Matter Expert :
1st escalation point for delivery concerns and IT issues, logging coaching points and spotting structural issues
Report generation and performance analysis
Process expert and traing activities facilitator : facilitation and development of training materails
Floor walk and informal coaching
Work with COC on SOP updates
Customer Language Proficiency (at least 1 if multiple language business) C1
English Language Proficiency B2
Other Skills & Experience :
Bachelor degree preferred (Business related major) or equivalent experience
Previous experience in Customer service or operations
Experience in Microsoft Office; GSAP / H3 experience preferred
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
Understand Shell’s Play Book and customer value proposition
Able to demonstrate a continuous improvement mind-set
Demonstrated communication and relationship building skills
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.