Customer Operations is in its journey to provide the best in market customer experience for our Customers and Business Partners in Shell. We create the great place for commercially minded individuals who thrive working with customers and who want to growth their experience in agile, digital and e-commerce initiatives.
We have a collaborative, flexible, dynamic and very supportive working culture; where every single one of us is determined to make a difference, to go the extra mile because it’s our job, every day, to make our customers’ experiences with Shell.
We believe in creating an inclusive culture and work environment where you can thrive, innovate and develop; but most of all, be yourself.
Where You Fit In?
What is the Role?
As a Customer Success Specialist, you will be accountable for a certain customer portfolio to take ownership, drive accountability, and demonstrate and communicate improvements for our customer journey. 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 business size and complexity:
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Deal Management (accountable for Bid and Tender, Contract Management, Pricing, Master Data, Data Integrity Management, enforcing company’s policy and contracts, Ensuring compliance)
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Order to Cash (responsible for Order Management, Touchless Support and Set-up, Dispute Management, Credit Management, ensuring invoices are correct and paid on time, Building strong relationships and creating partners (customers) for life, understand customer’s issues and to drive resolution and improvements)
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Sales Support (Manage existing customer portfolio of business, Manage customer relationship virtually, Analyst P&L reports and identify, manage areas of underperformance, Manage key sales process steps as agreed with respective business, Data-driven sales recommendation)
What We Need from You?
Additionally, you will have:
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Working proficiency in English and Dutch
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Strong Communication and Influencing skills
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Demonstrated ability and commitment to build Customer Success
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A good understanding of Commercial & Economic Acumen and Value Chain methodology
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The ability to lead and drive Continuous Values
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Attention to details when dealing with Data Management and high focus on Compliance
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Proven experience in Customer Service