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Shell Business Operations
Shell Business Operations
location iconLocations: Kraków
level iconLevel: specialist
remote recruitment
published 2021/09/10
We are looking for:
Customer Success Specialist B2B with Czech/Slovak

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

This role may focus on some or all of the accountabilities below, depending on operational requirements.

Order Management:

  • Place, amend and orders, liaising with other service partners in LSC, OTD & Credit 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

  • Handle and resolve all queries from B2B fuels Customers

Credit Management

  • Block Order Management – Monitor open orders, review order status and action blocked orders

  • Handle basic Customer credit enquiries

Dispute Management and documentation:

  • Own the end to end Disputes process for Quantity, Pricing, Tax and Master Data 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. Investigating queries about fiscal and non-fiscal documents, redirecting to resolution owner as appropriate.

Feedback and Issues:

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

Touchless Support and Setup:

  • Support and proactively encourage touchless uptake and utilization

  • 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.

Transactional support:

  • Receive and process requests and queries from Mobility Partners, Site Agent on behalf of Cards Customers and manage card transactions assistance request for manual authorization of a card transaction.

Requirements:

  • Bachelor degree preferred (Business related major) or equivalent experience

  • English and Czech or Slovak min. B2

  • Previous experience in Customer service or operations would be an asset

  • Possess a strong Customer service ethic and ability to understand, meet and champion the Customer’s needs, while staying within the policies and procedures

  • Demonstrated communication and relationship building skills

  • Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities


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
  • iconEnglish, Czech, Slovak
  • iconKraków, małopolskie

Company profile

  • About us
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