Job description:
This job sits within the Order to Delivery Journey forming a critical part of the Customer Fulfillment Cycle for Lubricants resellers in the French market. Businesses serviced include but are not limited to: Global Commercial, Commercial Fleet and Retail. These activities cover all Customer levels including Key Accounts and Platinum Customers.
Would you like to be a part of our Customer Operations - Lubricant resellers team and to provide high support to our Business Partners and the Customers within the Order to Delivery Journey, forming a critical part of the Customer Fulfillment Cycle in the French Market?
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.
As an Customer Operations Specialist Deal Management Specialist you will be responsible for:
Order Management:
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Place, amend and orders, liaising with other service partners as required.
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Apply the appropriate freight charges and surcharges as required.
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Provide change information of planned shipments to schedulers and scheduling admin team.
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Manage Delivery Status – take ownership of delivery status enquiries and trouble-shooting; proactively tracking and Business Partners as required.
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Delivery Schedule Support Service - proactively call out to Customer, to manage Delivery issues.
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Schedule standard and non-standard orders (packed product).
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Process Returned Product.
Dispute Management:
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Own the end to end disputes process for quantity disputes. This includes 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.
Feedback and Issues:
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Manage Customer complaints feedback and compliments. Liaise with resolution owners, and other Service Partners as required. Close the loop with customers.
Lubricant Service Administration:
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Provide basic Customer advice about the scope of the Lubes Analyst Play Book, escalate any consultative advice to Technical Helpdesk. Coach Customers on how to use the Shell Lubes Analyst systems when recording new machines and oil samples.
Touchless Support and Setup:
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Support and proactively encourage touchless uptake and uttilisation.
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Act as first level support for system interface errors.
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Act as a touchless setup lead in system-to-system setup with existing Customers.
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Work with Customer IT teams to resolve issues and manage internal processes.
Requirements:
- Bachelor degree preferred (Business related major) or equivalent experience.
- French Language Proficiency – C1.
English Language Proficiency – B2. -
Previous experience in Customer service or operations.
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Experience in Microsoft Office; GSAP/ H3 experience preferred.
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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.
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Understand Shell’s Play Book and customer value proposition.
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Able to demonstrate a continuous improvement mind-set.
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Demonstrated communication and relationship building skills.
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Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities.
Number of Vacancies:
Customer Service
English, French
