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Shell Business Operations
Shell Business Operations
location iconLocations: Kraków
level iconLevel: specialist
We are looking for:
Customer Success Specialist with Dutch

Why Work for Shell?


Honest, integrity and respect; "feel free to speak your mind" culture; health and safety rules; diversity & Inclusion culture
An energy leader
Meaningful work in a company that is universally respected as a truly global energy leader {one of the world's biggest employers according to Fortune Global 500}. Join us and have a real impact on the operations of one of the world's largest companies.
Vibrant community
Become a part of a highly-driven team and get to know Shell's unique culture based on inclusiveness and collaboration.
Opportunies for growth
Spread your wings thanks to innumerable opportunities that Shell Business Operations Krakow offers its emloyees.
Impactful collaboration
Be an important participant of an international project.

Thanks to cooperation with Shell you gain:

  • Comfortable working environment: newly-built modern office with its own canteen, relax rooms, bike & car pakingspace
  • Improved accessibility of office and sanitary facilities
  • Energetic atmosphere at work
  • Attractive salary package
  • Shell Card
  • Additional funds for trainings and certifications (ACCA, CIMA, CIPS, Lean Six Sigma)
  • Complex medical care and individual life insurance
  • Assistive technologies and reasonable adjustments for people with disabilities
  • Non-monetary benefits (e.g. MultiSport Card, vouchers for cultural and free time activities, 12 sports sections, and many more)
  • Attractive relocation allowance available once relocating from another country

Job purpose

This job sits across the Deal Management and Order to Cash journeys forming a critical part of the Customer Fulfilment Cycle. It delivers end-to-end customer support, from contract and account set-up, through to order and payment. The goal is to provide Consistent, Adaptive, Reliable and Easy experiences to our customers.

Principle Accountabilities

The business this role supports is Shell Fleet Solutions.The broad accountability of this role is to take ownership, drive accountability, and demonstrate and communicate improvements for our customer journey. This means being a single focal point for our customer, as well as caring for our customers.

In this role you will be accountable for a certain customer portfolio or a set of activities (mirroring one ore more AM portfolios) to drive accountability/ownership for this portfolio. This is a key enabler to drive best-in-class CX and to ensure maximum customer-centricity.

This role may focus on some or all the accountabilities below, depending on the respective businesses size and complexity:

Deal Management:

  • Bid and Tender
  • Contract Management
  • Pricing
  • Master Data Set-up and Amend
  • Data Integrity Management
  • Enforcing company’s policy and contracts
  • Ensuring compliance (including but not limited to: Data privacy, trade compliance, SDS)
  • Troubleshooting

Order to Cash:

  • Order Management
  • Touchless Support and Set-up
  • Dispute Management
  • Credit Management
  • General Inquiries and Feedback
  • Meeting and/or managing customer’s expectations
  • Ensuring invoices are correct and paid on time
  • Building strong relationships and creating partners (customers) for life
  • Getting as much information and notes as necessary to understand customer’s issues and to drive resolution and improvements

Requirements:

  • Dutch Language Proficiency min. C1
  • French Language would be an asset
  • Bachelor degree preferred (Business related major) or equivalent experience
  • Previous experience in Customer service or operations
  • Experience in Microsoft Office; SAP 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
  • 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
  • Willingness to be a part of and contribute to a team on a journey of reinventing itself to provide best in class customer experience.

About us

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 in Kraków:

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, a job at Shell will offer the chance to build a lasting and meaningful career. As one of 5 Business Operations centres located worldwide, we will give you the chance to interact and work with people across the world, helping to deliver excellent support to business clients and stakeholders.

Shell Polska employs more than 4400 professionals: 4100+ in Kraków and 200 in Warsaw.

Our employees represent over 50 nationalities and operate in over 20 defferent languages.
Shell in Kraków departments:

Customer Operations
Contracting&Procurement
Trading&Supply
Finance Operations
HR Service
External Relations
Internal Communications
Order to Delivery
Lubricants Supply Chain
Legal
Retail
Technical Asset Operations
Creative Solutions

People with disabilities are welcome to apply as we provide reasonable accommodations and assitive technologies for people with diverse disabilities.

Contact us:

Details

  • iconCustomer Service, BPO/SSC
  • iconDutch
  • iconKraków, małopolskie

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