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Shell Business Operations
Shell Business Operations
location iconLocations: Kraków
level iconLevel: specialist
We are looking for:
Customer Success Specialist - Deal Management with German

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 within the Deal Management Journey forming a critical part of the Customer Fulfilment Cycle. The role provides support to the Mobility business related to day to day operation in Contract Management area.

The job supports delivery of a Customer Value Proposition that sets Shell apart from its competitors. The Customer Success Specialist - Deal Management supports Account Managers in on-boarding Customers to Shell and delivering all relevant changes to the customer agreement throughout the contract life-cycle. The Customer Success Specialist Deal Management owns pricing and the contract set up, amendment and management process. This role makes sure Customers find it easy to do business with Shell by providing a best-in-market Customer experience.

Contract Management:

  • Work with Account Managers to provide pre-offer, offer and contract management support for standard and non-standard contract set up and maintenance, in compliance with the Play Book.
  • Execute contract legal and fiscal requirements, working with local legal focals.
  • Follow-up directly with customers on missing contract documentation.
  • Ensure contracts are signed and stored in line with local country requirements.
  • Review contract performance as part of process.
  • Own contract documentation archiving and termination of customer. contracts.
  • Support preparing for tender bids.

Pricing:

  • Set up and maintain end to end pricing data, including confirming pricing, managing price increases and changes, implementing rebates and charge backs, investment deals, invoice accuracy, and resolving pricing related errors and disputes.

Trouble Shooting:

  • Provide “One Team” support for Sales in owning and resolving all Deal Making issue resolution. Work to uncover issue root cause of issues and implement sustainable fixes.
  • Act as resolution owner of Customer complaints. Feedback outcomes to Customer Operations - Order to Cash colleagues who will communicate with customers.

Master Data Set Up & Amend:

  • Maintain Sales Hierarchy, contract registers and banding adherence.
  • Set up and amend Customer master data.
  • Act as Resolution Owner for Master Data Disputes. Liaise with key interface business partners and/or Customers to resolve them and perform invoice adjustment (in consultation with line manager and within the authorisations as applicable).

Data Integrity Management:

  • Maintain master data integrity. Review reports, correct any data errors and track performance against SLA.

Touchless Setup:

  • Act as a touchless setup lead in system-to-system setup with new Customers. Work with Customer IT teams to resolve issues and manage internal processes.

Skills & Experience:

  • German language min. C1
  • English language Proficiency min. B2
  • Bachelor degree preferred (Business related major) or equivalent experience
  • Previous experience in Customer Operations or Mobility business
  • Experience in Microsoft Office; GSAP experience preferred
  • Attention to details, analytical skills
  • 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

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, German
  • iconKraków, małopolskie

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