Publication date: 10 Apr 2019

Customer Operations Specialist DM French Speaker

Shell Business Operations

Languages:

Category: Customer Service

Level of English: C1-C2

Ref. no.: 100681BR

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 Specialist DM French Speaker
Work location: Shell Energy Campus, Czerwone Maki 85

 


Job description:
  1. 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
  1. 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 (also covers Distributor DFOA Customers)
  1. 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
  1. 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
  1. Data Integrity Management:
  • Maintain master data integrity. Review DQS reports, correct any data errors and track performance against SLA
  1. 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.
Requirements:
  • Bachelor degree preferred (Business related major) or equivalent experience
  • French C1, English B2
  • Previous experience in Customer service or operations
  • Experience in Microsoft Office; SAP 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
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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