Job Description

The Role

To serve Shell Chemicals customers by taking responsibility of commercial relationship management for a defined group of customers, located globally, and pro-actively liaising with other functions within Shell Chemicals (Credit, Finance, Land Logistics, Marine Logistics, Supply Chain, Sales, HSSE, etc.) to ensure that the full range of Shell services are deployed in line with offers to customers. To work with Supply Chain on replenishment of stocks and execute the Order to Cash process for export and import of goods. 1) Act as the primary customer contact, for customers located worldwide (one-stop shop for customers) to process customer orders in an efficient and error-free way and deal with any customer queries or complaints. This includes order capture, commitment to orders, resolution of obstacles to commitment (product supply, commercial, transport, HSSE and finance), confirmation, progression, order-amendment, invoicing, cash collection, managing complaints and indirect tax issues.

2) Form a well-functioning Customer Team together with the Account Executives, situated worldwide, to manage costs versus service levels whilst achieving the desired level of customer satisfaction.

3) Proactively liaise with Regional Supply Chain to replenish stocks at Shell terminals as well as manage the importation of goods into area of responsibility.

4) Actively promote e-Commerce, be fluent in various e-Commerce tools (like Customer Portal) and able to assist customers with queries concerning these tools.

5) Pro-actively liaise with the Credit team to ensure credit issues are resolved, receivables processes run smoothly and overdue payments are collected effectively without jeopardising customer relationship. The CRC has joint ownership with the Account Executives for the cash collection process.

6) Ensure customer master data is kept up to date, in both systems and in files. Make sure that control, legal and fiscal requirements are met and that evidence/authorisations are kept safely and rigorously for audit purpose.

7) Liaise with hauliers, transport coordinators, supply coordinators, supply points (3rd party suppliers and depots), freight forwarders and banks to ensure customer orders are fulfilled safely and satisfactorily and problems are resolved effectively and timely. Support land logistics to provide timely performance review of land logistics service providers.

8) Occasionally manage stock levels at customer or tank vendors sites either as consignment stock or through a Supplier Managed Inventory system in order to optimise customers off-take pattern with the cost of supply.

9) Vet letters of credit (LC) for export orders.

10) Manage vendor billing to Shell, liaising with Shell Business Service Centres (located out of Singapore) to ensure that Shell pays vendors on time.

11) Manage SOX controls of the Customer Operations Dept. Ensuring that all necessary approvals are obtained and within the correct authorities as defined in the Manual of Authorities (MoA). To keep oneself updated on changes to MoA and work with the Process Lead to develop/execute control processes including proper record keeping per Group Records Management system.

Translated Company Description

1) High level of ownership, empowerment and discretion to resolve issues and complaints raised by customers in a quick and effective way
2) Operate independently with defined guidelines
3) Serving typically approx. 30-40 customers located globally (mostly in Asia)
4) No subordinates

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.