Publication date: 10 Apr 2019

Customer Operations Deal Management Specialist - Spanish Speaker

Shell Business Operations


Category: Customer Service

Level of English: C1-C2

Ref. no.: 98971BR

Position level: Specialist

Shell Business Service Centre Kraków - job
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 Business Operations (SBO) Krakow 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, an SBO-Krakow job will offer the chance to build a lasting and meaningful career. As one of six Business Service Operations centres, located worldwide, a job in Krakow will give you the chance to interact and work with people across the world, helping to deliver excellent support to business clients and internal stakeholders as well as advanced financial operations.
Customer Operations Deal Management Specialist - Spanish Speaker
Work location: Shell Energy Campus, Czerwone Maki 85


Job description:
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
Execute contract legal and fiscal requirements, working with local legal focal
Follow-up directly with customers on missing contract documentation
Ensure contracts are signed and stored in line with local country requirements
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
Liaise with business partners and/or Customers to resolve them and perform invoice adjustment
Product Lifecycle Data Management: maintain inclusions, exclusions and listings of products in support of PLM and Customer specific requirements
Maintain master data integrity
Act as a touchless setup lead in system-to-system setup with new Customers


Previous experience in Customer Service or Operations
Spanish Language Proficiency- C1
English Language Proficiency – B2
Experience in Microsoft Office; SAP experience preferred
Bachelor degree preferred (Business related major) or equivalent experience
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 customer value proposition
Able to demonstrate a continuous improvement mind-set
Demonstrate communication and relationship building skills
Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities

Benefits of working at Shell:
  • Meaningful work in a company that is universally respected as a truly global energy leader (one of the world’s biggest companies according to Fortune Global 500)
  • Unique opportunity to fulfill your potential with personal and professional development programs
  • Work in a smart and motivated team within a supportive and inclusive culture with strong values
  • Attractive salary and bonuses
  • Complex medical care and individual life insurance
  • Sports programme & facilities e.g. Multisport Benefits Card, vouchers for free time activities
  • Good atmosphere at work and comfortable working environment: own canteen and a few relax rooms
  • Opportunity to participate in social and community projects
Shell is an Equal Opportunity Employer
Check Shell Business Operations profile

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