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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 Deal Management with French
Work location: Shell Energy Campus, Czerwone Maki 85

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:

  • Place, amend and orders, liaising with other service partners as required.

  • Apply the appropriate freight charges and surcharges as required.

  • Provide change information of planned shipments to schedulers and scheduling admin team.

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

  • Delivery Schedule Support Service - proactively call out to Customer, to manage Delivery issues.

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

  • Process Returned Product.

Dispute Management:

  • 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:

  • Manage Customer complaints feedback and compliments. Liaise with resolution owners, and other Service Partners as required. Close the loop with customers.

Lubricant Service Administration:

  • 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:

  • Support and proactively encourage touchless uptake and uttilisation.

  • Act as first level support for system interface errors.

  • Act as a touchless setup lead in system-to-system setup with existing Customers.

  • Work with Customer IT teams to resolve issues and manage internal processes.


  • Bachelor degree preferred (Business related major) or equivalent experience​.
  • French Language Proficiency – C1.
    English Language Proficiency – B2.
  • Previous experience in Customer service or operations.
  • Experience in Microsoft Office; GSAP/ H3 experience preferred.
  • 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.

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, French
  • iconKraków, małopolskie

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