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Shell Business Operations
Shell Business Operations
location iconLocations: Kraków
level iconLevel: specialist
time iconWorking hours: Full time
We are looking for:
Commercial Specialist with French SOTR 2

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.

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.
  • Opportunies for growth
    Spread your wings thanks to innumerable opportunities that Shell Business Operations Krakow offers its emloyees.
  • Vibrant community
    Become a part of a highly-driven team and get to know Shell's unique culture based on inclusiveness and collaboration.
  • 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 job supports delivery of a Customer Value Proposition that sets Shell apart from its competitors.

The Commercial Specialist - SOTR supports Account Managers in on-boarding Customers to Shell and delivering all relevant changes to the customer agreement throughout the contract life cycle.

The Commercial Specialist - SOTR owns 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.

Principal Accountabilities:

This role may focus on some or all of the accountabilities below, depending on operational requirements. Businesses serviced include but are not limited to: Global Commercial, Commercial Fleet and Retail.

These activities cover all Customer levels including Key Accounts and Platinum Customers.

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 SCM 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 COS 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)
  • Process manual vouchers received from Retailers during offline card transactions
  • Product Lifecycle Data Management: maintain inclusions, exclusions and listings of products in support of PLM and Customer specific requirements

Data Integrity Management:

  • Maintain master data integrity. Review DQS 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 (BCI, EID, OCR, EDI). Work with Customer IT teams to resolve issues and manage internal processes.

Business Specific Accountabilities:

Within the Customer Operations Specialist Deal Management job the specific activities below are only relevant for the following businesses:

Commercial Fleet Road Services:

  • Responsible for Road Services registration and set up and amend process, checking for accuracy, legal compliance and documentation completeness
  • Act as Road Services Customer advisor and create the link between Customer and third party providers, resolving operational issues

Job Knowledge, Skills & Experience:

Language:

  • Customer Language Proficiency (at least 1 if multiple language business) – C1
  • English Language Proficiency – B2

Other Skills & Experience:

JG 6 and JG 7

  • Bachelor degree preferred (Business related major) or equivalent experience
  • 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 Play Book and customer value proposition
  • 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

  • iconMarketing & PR, Customer Service, Sales, Procurement, BPO/SSC
  • iconEnglish
  • iconKraków, małopolskie

Company profile

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