Job Description

The Role

Where you fit 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. 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. The COS Deal Management supports Account Managers/Territory Managers in on-boarding Customers to Shell and delivering all relevant changes to the customer agreement throughout the contract life-cycle. The COS Deal Management owns pricing and 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. What\xe2\x80\x99s the role? 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: Contract Management:

• Work with Account Managers/ Territory Managers to provide pre-offer, offer and contract management support for standard and non-standard contract set up and maintenance, in compliance with the Shell standards & guidelines.
• 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
• Review contract performance as part of Sales Contract Management 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 collaborative support for Sales Team to uncover root cause of issues and implement sustainable fixes
• Act as resolution owner of Customer complaints.
• Partner with key interfaces to ensure delivery of successful end to end customer experience this includes close collaboration with relevant Sales, Marketing, Service Partners and Credit Teams

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 Product Lifecycle Management and Customer specific requirements

Data Integrity Management:

• Maintain master data integrity. Review Data Quality Standard reports, correct any data errors and track performance against Service Level Agreement.

Online Services Support and Setup:

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

Others:

• 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

Role requirement

• Minimum Bachelor degree (CGPA 3.0 and above) in any field of study
• Possess strong leadership and teamwork-based experience
• Less than 3 years working experience
• Strong proficiency (Read/Write/Speak) in English/Cantonese / Indonesian / Malay / Mandarin/ Arabic/Hindi (depending on OU requirement)

Other Skills & Competence Requirements

• Value Chain Understanding (Knowledge)
• Commercial and Business Acumen (Knowledge)
• Managing Customer Experience (Skill)
• Contract Management (Skill)
• Pricing Management (Skill)
• Problem Solving & Analytical (Skill)
• Able to apply Continuous Improvement behaviours to lead improvement initiatives
• Proven ability to manage multiple priorities to meet stakeholder\'s expectations management experience - building and maintaining effective relationships

Company Description Shell Business Operations (SBO) is a chain of operational centers that form an integral part of Royal Dutch Shell. We influence business development for Shell globally, enabling the work of 93,000 employees in over 70 countries across the world. SBO Kuala Lumpur is home to 11 different functions that support Shell within the Southeast Asia, Oceania, and Middle East region. Housing more than 2000 employees, SBO Kuala Lumpur is focused on driving excellent corporate performance that enable Shell to operate in a global competitive and ever-changing business environment. Shell Business Operations (SBO) Kuala Lumpur is focused on driving excellent corporate performance in Contracting and Procurement, Creative Solutions, Customer Operations, Finance Operations, Human Resource, Information Technology, Legal Operations, Retail Centre of Excellence, Supply Chain, Technical Asset Operation and Upstream Transformation. We enable Shell to operate in a global-competitive and ever-changing business environment. An Innovative Place to Work There\xe2\x80\x99s never been a more exciting time to work at Shell. Everyone here is helping solve one of the biggest challenges facing the world today: bringing the benefits of energy to everyone on the planet, whilst managing the risks of climate change. Join us and you\xe2\x80\x99ll add your talent and imagination to a business with the power to shape the future \xe2\x80\x93 whether by investing in renewables, exploring new ways to store energy or developing technology that helps the world to use energy more efficiently. An Inclusive & Progressive Place to Work To power progress together, we need to attract and develop the brightest minds and make sure every voice is heard. Here are just some of the ways we\xe2\x80\x99re nurturing an inclusive environment \xe2\x80\x93 one where you can express your ideas, extend your skills and reach your potential.

• We\xe2\x80\x99re creating a space where people with disabilities can excel through transparent recruitment process, workplace adjustments and ongoing support in their roles. Feel free to let us know about your circumstances when you apply and we\xe2\x80\x99ll take it from there.
• We\xe2\x80\x99re closing the gender gap \xe2\x80\x93 whether that\xe2\x80\x99s through action on equal pay or by enabling more women to reach senior roles in engineering and technology.
• We\xe2\x80\x99re striving to be a pioneer of an inclusive and diverse workplace, promoting equality for employees regardless of sexual orientation or gender identity.
• We offer several flexible working arrangements subject to business requirements for our employees to help support work-life balance.

A Rewarding Place to Work Combine our creative, collaborative environment and global operations with an impressive range of benefits and joining Shell becomes an inspired career choice. Our CARE benefits are mindfully curated to promote Eco Living, overall Wellbeing, Personal Growth and Caring for our loved ones. We\xe2\x80\x99re huge advocates for career development. We\xe2\x80\x99ll encourage you to try new roles and experience new settings. By pushing people to reach their potential, we frequently help them find skills they never knew they had, or make career moves they never thought possible.

Translated Company Description

About Customer Operations 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. 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. The COS Deal Management supports Account Managers/Territory Managers in on-boarding Customers to Shell and delivering all relevant changes to the customer agreement throughout the contract life-cycle. The COS Deal Management owns pricing and 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. Overview: 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: Contract Management:

• Work with Account Managers/ Territory Managers to provide pre-offer, offer and contract management support for standard and non-standard contract set up and maintenance, in compliance with the Shell standards & guidelines.
• 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
• Review contract performance as part of Sales Contract Management 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 collaborative support for Sales Team to uncover root cause of issues and implement sustainable fixes
• Act as resolution owner of Customer complaints.
• Partner with key interfaces to ensure delivery of successful end to end customer experience this includes close collaboration with relevant Sales, Marketing, Service Partners and Credit Teams

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 Product Lifecycle Management and Customer specific requirements

Data Integrity Management:

• Maintain master data integrity. Review Data Quality Standard reports, correct any data errors and track performance against Service Level Agreement.

Online Services Support and Setup:

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

Others:

• 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

Job Requirements

• Minimum Bachelor degree (CGPA 3.0 and above) in any field of study
• Possess strong leadership and teamwork-based experience
• Less than 3 years working experience (JG 7)
• Strong proficiency (Read/Write/Speak) in English/Cantonese / Indonesian / Malay / Mandarin/ Arabic/Hindi (depending on OU requirement)

Other Skills & Competence Requirements

• Value Chain Understanding (Knowledge)
• Commercial and Business Acumen (Knowledge)
• Managing Customer Experience (Skill)
• Contract Management (Skill)
• Pricing Management (Skill)
• Problem Solving & Analytical (Skill)
• Able to apply Continuous Improvement behaviours to lead improvement initiatives
• Proven ability to manage multiple priorities to meet stakeholder\'s expectations management experience - building and maintaining effective relationships

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.