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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.
Customer Operations Specialist OTC with German
Work location: Shell Energy Campus, Czerwone Maki 85

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.

  • 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.

  • 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,

  • Be the first point of contact for Account Manager and act as the End-to-End owner for operational issues,

  • Proactively providing excellent relationship with Retained Accounts & pro-actively keep the customer informed and delivers on customer promise and commitments,

  • 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,

  • Take ownership for the end-to-end customer enquiry which may require engaging other partners across the service chain,

  • Adopt a Customer 1st mindset to deliver an exceptional customer end to end experience and identifie opportunities to improve the customer experience,

  • Act to resolve customer invoice enquiries including pricing enquiries which may involve crediting and/or debiting the customer,

  • Record and follow up all customers contacts in customer facing systems for all services in scope,

  • 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,

  • Proactively communicate to the Retained Accounts when the promised delivery date will not be met (including back order),

  • Manage the back-order process (bulk and packed) and liaises with the plants, deployment planners and the vehicle,

  • 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.

  • 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.

  • Maintain personal knowledge of business processes and procedures for their area of responsibility.


  • Ability to work in a highly dynamic and complex environment​,

  • Knowledge of German language min. on C1 level,

  • Knowledge of English language min. on B2 level,

  • Export and Logistics experience within the industry is an advantage,

  • Demonstrated relationship building skills, across several levels, including service providers within the business,

  • Familiar with the benefits of Visual Management, Standard Work and Daily Huddles,

  • Previous experience in a similar role is required,

  • Ability to build professional relationships with a stakeholders and customers,

  • Ability to make decisions and Continuous Improvement Mindset.

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


  • iconCustomer Service
  • iconEnglish, German
  • iconKraków, małopolskie

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