Job Description

Selangor, Malaysia

Job Family Group: Commercial and Retail

Worker Type: Regular

Posting Start Date: June 20, 2023

Business unit: Downstream

Experience Level: Early Careers

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Where you fit

Expect lots of support and encouragement while you\xe2\x80\x99re here. You\xe2\x80\x99ll be working alongside people who love what they do and enjoy sharing their enthusiasm with everyone around them. We value career growth. You\xe2\x80\x99ll have limitless opportunities to explore \xe2\x80\x93 whether that means building up new areas of expertise or taking in a different direction.

Customer Operations is the umbrella organization for the Downstream customer-related processes, which encompasses the entire chain of customer-facing activities. We partner with more than a dozen Downstream businesses and functions, including Lubricants, Marine, Aviation, Specialties, Retail, Fleet Solutions, Trading & Supply, Finance Operations and Credit.

What\xe2\x80\x99s the role?

Purpose

Customer Operations make a huge impact on our customer\xe2\x80\x99s experience and our businesses\xe2\x80\x99 performance through our interactions. This job plays a critical role in delivering for the customer, so our customers choose Shell more often and in preference to our competitors, and ultimately generating higher returns for Shell.

This role may focus on some or all the accountabilities below, depending on operational requirements. These activities cover all Customer levels including Key Accounts and Platinum Customers.

Accountabilities:

Sales 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 Shell standards and guidelines.
• Execute contract legal and fiscal requirements, working with the legal focal.
• 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 Shell Contract Management Process.
• Own contract documentation archiving and termination of customer contracts
• Support preparing for tender bids

Trouble Shooting

• Provide collaborative support for sales team to uncover root cause of issues and implement sustainable fixes.
• Act as a resolution owner for customer complaints. Provide feedback to colleagues who will communicate with customers.

Master Data Set Up & Amend (SCM)

• Maintain sales hierarchy, contract registers, and banding adherence.
• Set up and amend customer master data.
• Act as a resolution owner for master data disputes. Liaise with key interface, business partners and/or customer to resolve them and perform invoice adjustment (in consultation with line manager and within the authorizations 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 Product Lifecycle Management and specific customer requirements.

Data Integrity Management:

• Maintain master data integrity and track performance against Service Level Agreements to ensure data accuracy and to ensure mistakes are fixed.

Online Services Support and Setup:

• Support and proactively encourage uptake and utilization of online services.
• Assist in online services setup for system-to-system setup with existing customers.

Value Delivery:

• Build strong relationship and deliver effective end to end analysis with various key stakeholders
• Drive Continuous Improvement Culture, identify, align and implement improvement initiatives with various key stakeholders

What we need from you?

Job Knowledge, Skills & Experience:

• Possess a strong Customer service ethic and ability to understand, meet and champion the Customer\xe2\x80\x99s needs, while staying within the policies and procedures of Shell
• Able to act as a Shell Brand Ambassador in a \xe2\x80\x98voice of Shell\xe2\x80\x99 role with Live Chat and social media platforms
• Able to demonstrate a continuous improvement mind-set
• Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities
• Able to problem-solve independently, dealing with a range of uncommon queries
• Able to demonstrate resilience and patience, especially when interacting with challenging Customers
• Able to develop an extensive network of contacts, subject matter experts and decision makers across the business to help resolve the more complex Customer problems
• Minimum Bachelor\xe2\x80\x99s degree (CGPA 3.0 and above) in any field of study.
• Possess strong leadership and teamwork-based experience.
• With 2-3 years of relevant experience in Customer Operations
• Strong proficiency (read/write/speak) in English and Cantonese.

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• Able to cope with emotional stress and to stay calm in difficult conversations.
• Able to remain resilient when required to deliver against deadline.
• Commercial and business acumen (Skill)
• Contract Management (Skill)
• Problem Solving and Analytical (Skill)

DISCLAIMER: Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Shell/Shell Group companies around the world. The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand. Shell is an Equal Opportunity Employer.

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