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Shell Business Operations
Shell Business Operations
location iconLocations: Kraków
level iconLevel: specialist
Shell Business Service Centre Kraków - job
Royal Dutch Shell is a global group of energy and petrochemicals companies, operating in over 80 countries and territories and employing more than 90,000 people. Our core values of Honesty, Integrity and Respect for People define who we are and how we work. Royal Dutch Shell has developed a global network of Shell Business Operations to provide first-class services to Shell companies across the world.

Shell Business Operations (SBO) Krakow sits at the centre of Shell’s global businesses, providing an operational backbone to our essential business functions. Working in a vibrant community with strong values and a supportive culture, an SBO-Krakow job will offer the chance to build a lasting and meaningful career. As one of six Business Service Operations centres, located worldwide, a job in Krakow will give you the chance to interact and work with people across the world, helping to deliver excellent support to business clients and internal stakeholders as well as advanced financial operations.
Distribution Scheduling Support - Dutch speaker
Work location: Shell Energy Campus, Czerwone Maki 85

Job description:

Job Purpose:
To liaise with drivers, hauliers, customers (IVR), CSC and scheduling teams to perform amendments to the schedule during its execution, manage customer enquiries and process urgent orders.

Principal Accountabilities:

  • Primary contact point for the hauliers to advise truck drivers of necessary amendments to plan- is expected to perform all the regular DSS duties and responsibilities for all the countries in the cluster

  • Act as Senior Back up- in operational matters and issues with the DSS team, when the DSS Senior is off/on leave or is attending meetings etc; This is specifically related to leading Huddles.

  • Support and deliver expertise in business performance calls

  • Participate in stakeholder meetings such as Retail/dealer engagements, hauler review etc, to share DSS performance and feedback;

  • Manage day-to-day interface with retail, terminal operations.

  • Support the training of new staff in coordination with the DSS Senior and TL and the Process Coach;

  • Proactively monitor and follow up on process deviations and quality issues in coaching other DSS team members

  • Analysing OTD KPIs together with the DSS TL

  • Manage deviation from plan, i.e. process in GSAP any post schedule amendments to the shift: Left on board, plant/depot change, load quantity changes, compartment changes, trip sequence change, vehicle change, orders scheduled not delivered

  • Receive urgent order requests and create urgent orders within framework of delivery promise. Provide feedback of changes to planned shipments to schedulers and scheduling admin team, particularly to VMI customers

  • Handle customer enquiries to change/amend orders, evaluate the real need and feasibility for scheduling changes, and liaise with scheduling team where appropriate. Ensure any Special Instructions noted on the orders have been processed

  • Investigate and resolve customer complaints. Ensure documentation and filing is accurate, up to date and accessible


  • Experience in logistics would be an asset

  • Utilize the right processes and tools to plan, monitor and improve scheduling performance against agreed KPIs.

  • Assesses the implications of HSSE requirements, customer on-site HSSE risk & discharge requirements of drivers and hauliers and work on solutions or alternatives to mitigate risk & discharge requirements of drivers and hauliers and work on solutions or alternatives to mitigate risk

  • Proactively looks for solutions and drives change and improvements in processes and practices to enhance customer experience.

  • Excellent stakeholder management

  • Excellent communication and issue resolution skills

  • Stress resistance

  • Ability to deal with non-standard situations

  • Ability to apply proper solution under time pressure

  • Proven strong commercial mindset & external focus

  • Dutch min. B2

Number of Vacancies: 1

Benefits of working at Shell:
  • Meaningful work in a company that is universally respected as a truly global energy leader (one of the world’s biggest companies according to Fortune Global 500)
  • Unique opportunity to fulfill your potential with personal and professional development programs
  • Work in a smart and motivated team within a supportive and inclusive culture with strong values
  • Attractive salary and bonuses
  • Complex medical care and individual life insurance
  • Sports programme & facilities e.g. Multisport Benefits Card, vouchers for free time activities
  • Good atmosphere at work and comfortable working environment: own canteen and a few relax rooms
  • Opportunity to participate in social and community projects
Shell is an Equal Opportunity Employer


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  • iconKraków, małopolskie

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