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

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 Description:

The role of Customer Success Specialist - Pricing EU is to support the delivery of Shell Fleet Solutions (SFS) pricing and portfolio strategy for CRT and Fleet business in a specific country/cluster.

The purpose of this role is to convert local market insights into effective pricing management and deliver value, entrench and grow the brand to strike a balance between volume and value delivery.

Customer Success Specialists - Pricing EU acts as trusted advisor to Sales, Marketing, local Pricing, Finance, and Customer Operations teams by providing best-in-class insights and initiatives that enable the greater SFS organization to achieve its business aspirations and to ensure short and long term business profitability within competition law and Shell Business Principles.

Where you fit in?

Customer Success Specialist (CSS) is empowered to manage customer experience, relationships, and satisfaction across the end-to-end journey of our customers. This job holds accountable for delivering pricing management of customer commercial conditions and it's forming a critical part of the Customer Fulfilment Cycle. The role requires pricing customer support from contract and account set-up to order and payment.

Principal accountabilities:

  • Drive strong engagement and coordination of all pricing activities for supported country/cluster.
  • Follow price policies and implement price changes resulting from national and international oil price movements, other relevant local market price developments or competitive actions as well as other cost factors (e.g. currency exchange rates).
  • Close coordination with local Pricing, Retail, and Sales to create, validate and maintain local pricing insights with the market environment (e.g. Nature Based solution, eMobility offer).
  • Understand the impact of pricing decisions on margins and profitability.
  • Recommend and lead the operational implementation of price strategies & tactics on the assigned country/cluster.
  • Ensure pricing compliance and store approval documentation in the system for audit and control accuracy.
  • Execute control reports and follow up on areas of concern (like list price changes, bonus payment).
  • Deliver improvements to reduce time spent on daily tasks/increase effectiveness (also: propose Continuous Improvement projects).
  • Champion customer-orientated response to internal enquiries about pricing calculations and pricing changes, support disputes, and pricing notification.

Additional requirements:

  • Knowledge of Hungarian and/or Bulgarian (min. B2)
  • Bachelor degree preferred (business-related major) or equivalent experience
  • Strong analytical mindset and ability to use data analysis in pricing and strategic decisions
  • 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 PlayBook and customer value proposition
  • Able to demonstrate a continuous improvement mindset
  • Demonstrated communication and relationship building skills
  • Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities

Competency requirements:

  • Commercial & Economic Acumen - Skill
  • Value Chain Understanding - Knowledge
  • Managing Customer Experience - Skill
  • Contract Management - Skill

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, Hungarian
  • iconKraków, małopolskie

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