from Ukraine
See my story
from Portugal
See my story
from Colombia
See my story
from Italy
See my story
from Mexico
See my story
from Denmark
See my story
beign your career journey with accenture

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.
Customer Operations Specialist DM
Work location: Shell Energy Campus, Czerwone Maki 85

Job description:

This job sits across the Deal Management and Order to Cash Journeys forming a critical part of the Customer Fulfillment Cycle. On a day-to-day basis your role will be to support our Customers, from contract set up, through to order and payment. As a Customer Operations Specialist Deal to Cash we’ll be looking to you to provide high quality frontline support, proactive communication, value-adding interactions and effective issue resolution to deliver best-in-market Customer experience.

More specifically, your role will include:

  • Work with Account Managers to provide pre-offer, offer and contract management support for standard and non-standard contract set up and maintenance

  • Execute contract legal and fiscal requirements

  • Own contract documentation archiving and termination of customer contracts and support preparing for tender bids

  • Accountable for end to end pricing data management including setting up pricing, confirming pricing, managing price increases and changes, implementing rebates and charge backs, invoice accuracy, investment deals, and resolving pricing related errors and disputes

  • Take ownership for the resolution of Customer complaints and feedback, liaising with other Service Partners as required

  • Maintain Sales Hierarchy, contract registers and banding adherence

  • Act as Resolution Owner for Master Data Disputes.

  • Place, amend and orders, liaising with other service partners

  • Manage Delivery Status – take ownership of delivery status enquiries and trouble-shooting; proactively tracking and Business Partners as required.

  • Schedule standard and non-standard orders (packed product)

  • Process Returned Product

  • 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

  • Support Shell’s Customers on digital and social media channels and proactively encourage self-support solutions, ensuring Customers are aware of the information and tools on the website and mobile application


  • You’ll ideally have university degree (preferred Business related major) or equivalent experience

  • Previous experience in Customer service or operations

  • A proven ability to work in Microsoft Office with experience in using social media platforms including twitter/Facebook

  • You’ll need 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 proven ability to demonstrate a continuous improvement mind-set

  • Demonstrated communication and relationship building skills

  • Your colleagues would recognize you as someone who is willing to be coached, shows an openness to feedback and performance improvement opportunities

  • English min. C1

Number of Vacancies:

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

This job is no longer available

Recruitment process for this position has ended.

Jobs that may interest you:

Customer Service Professional - Dutch Speaker
flag English, Dutch
Customer Operations Specialist German Speaker
flag English, German
Customer Operations Specialist- Russian speaker
flag English, Russian


  • iconCustomer Service
  • iconKraków, małopolskie

Company profile

  • About us
  • Job offers (59)

Do you want to be always up to date?

Create job alert and start getting similar offers directly to your mailbox!