Job description:
This job sits within the Order to Cash Journey forming a critical part of the Customer Fulfillment Cycle for Lubricants resellers in the European markets.
This role supports Account Managers and focus on End-to-End accountabilities, depending on operational requirements for the Order-to-Cash process execution.
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Purpose is to provide high quality of service to the RA through effective communication, value-adding interactions and efficient issue resolution for (urgent) order management, coordinating delivery, complaint, invoice disputes resolution (quantity, pricing and partner) and general query resolution.
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Be the first point of contact for Retained Accounts, attend to customer contact and resolve customer requests received via email, web or phone according to agreed service levels and service standards,
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Be the first point of contact for Account Manager and act as the End-to-End owner for operational issues,
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Proactively providing excellent relationship with Retained Accounts & pro-actively keep the customer informed and delivers on customer promise and commitments,
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Handle a range of first line customer enquiries within agreed processes and ways of working and strive to resolve enquiries live. Escalate issues immediately where appropriate,
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Take ownership for the end-to-end customer enquiry which may require engaging other partners across the service chain,
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Adopt a Customer 1st mindset to deliver an exceptional customer end to end experience and identifie opportunities to improve the customer experience,
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Act to resolve customer invoice enquiries including pricing enquiries which may involve crediting and/or debiting the customer,
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Record and follow up all customers contacts in customer facing systems for all services in scope,
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The Retained Account Order-to-Cash Customer Operations is to coordinate customer deliveries and to provide an internal interface between the Customer Operations, Lubricants Supply Chain (incl. plants and deployment planners), vehicle schedulers and Sales. This includes creating standard and urgent orders, changing and cancelling Export Orders for RA after cut-off time, and handle delivery enquiries,
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Proactively communicate to the Retained Accounts when the promised delivery date will not be met (including back order),
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Manage the back-order process (bulk and packed) and liaises with the plants, deployment planners and the vehicle,
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Handle e-Commerce enquiries and act as the 1st point of contact regarding the use and application of our e-Business Tools (e.g. eRouter, MarketHub, Web portal functionality, VMI and eVMI) and has an intimate knowledge of the eTools, applications and functionalities.
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Work with or contribute to various business interfaces on next generation eCommerce tools, specifically the CSC requirements, with the aim to make it easy to do business with Shell via the digital channels.
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Maintain personal knowledge of business processes and procedures for their area of responsibility.
Requirements:
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Ability to work in a highly dynamic and complex environment,
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Knowledge of German language min. on C1 level,
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Knowledge of English language min. on B2 level,
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Export and Logistics experience within the industry is an advantage,
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Demonstrated relationship building skills, across several levels, including service providers within the business,
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Familiar with the benefits of Visual Management, Standard Work and Daily Huddles,
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Previous experience in a similar role is required,
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Ability to build professional relationships with a stakeholders and customers,
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Ability to make decisions and Continuous Improvement Mindset.
Number of Vacancies:
Customer Service
English, German
