This job sits within the Order to Cash journey forming a critical part of the Customer Operations Fleet Solutions organisation. Do you enjoy to provide high quality front-line support to the Customers from order through to payment, drive proactive communications, run effective issue resolution and provide best-in-market Customer experience?

If the answer is 'yes' or 'oui', then this has a very promising sound and should give you a lot of opportunities to develop within our organization.

This role supports Fleet Solutions Account Managers and 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 Management:

• Place, amend and orders, liaising with other service partners. Apply the appropriate freight charges and surcharges as required in accordance with pre-agreed instructions set up by Operating Unit Commercial Fleet.

Credit Management

• Support Operating Unit to manage the customer experience by performing identified tasks within prescribed time frames, in close collaboration with the Finance Operations Credit organization.

Feedback and Issues:

• Support Operating Unit on Customer complaints feedback and compliments. Liaise with resolution owners, and other Service Partners as required.

Touchless Support and Setup:

• Support and proactively encourage touchless uptake and utilisation.

• Act as first level support for system interface errors.

• Act as a touchless setup lead in system-to-system setup with existing Customers (Fleet Hub, Fleet App, EV Charging).

• Work with Customer, IT teams to support Operating Unit to resolve issues and manage internal processes.

Fraud Support

• Monitor account and payment transaction activity to identify incidents of Fraud.

• Support Fraud Managers with fraud case information requirements.

General Inquiries :

• Handle New Business - receive request for information or quotation from potential new Customers and connect them to the appropriate contact within Shell.

• Bachelor degree preferred (Business related major) or equivalent experience​ is a plus.

• French Language Proficiency – C1.
  English Language Proficiency – B2.

• Previous experience in Customer service or operations.

• Experience in Microsoft Office; GSAP/ H3 experience is a plus.

• 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.

• Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities.