This role may focus on some or all the accountabilities below, depending on the respective business size and complexity:
Deal Management:
- Contract Management: Follow SCM framework. Follow-up directly with customers on missing contract documentation. Ensure contracts are signed and stored in line with local country requirements. Own contract documentation archiving and termination of customer contracts.
- Master Data Setup & Amend: Accountable for E2E account management to setup / amend customer master data in GFN including bank setup related to customer payment and refund process to align with right-first-time control framework. Ensure compliance and control in line with local country requirements. Manage supporting documents and keep in CMP. Maintain data integrity.
- Card Management: Create/replace/block/unblock Shell card using GFN. Set up card velocity, site and product restrictions using CGP Portal as per customer requests.
- Troubleshooting: Provide One Team support for Sales in owning and resolving all Deal Making issue resolution. Work with related stakeholders, especially IT, to uncover issue root cause of issues and implement sustainable fixes.
Order to Cash
- Billing: Setup/ Amend billing cycle and ensure correct invoicing. Support credit team to post Late Payment Charges and Credit Note. Accountable for Dispute Management in RTSP system to make reimbursement adjustments.
- Touchless support and BOT support: User management of Shell Fleet Hub. Provide support and troubleshooting. Raise ticket to related IT focal points in case of system malfunction or bugs. Provide support for API and BOT tools to perform tasks.
- Fraud management: Report fraud or suspicious incidents to Fraud focal point and Account Managers / Sales Manager. Follow up E2E process on case resolutions.
- Customer Support: Act as resolution owner of Customer complaints. Feedback outcomes to COS Order to Cash colleagues who will communicate with customers
- List Price Management: Maintain list price for different group customers / group of sites as per pricing structure received from Pricing Manager. Implement rebates and charge backs in line with Approval, monitor and resolve any pricing related errors.
Expectation of CSS role:
Critical to the success of this role is to demonstrate strong Attention to Detail, Customer Language Proficiency, and experience in managing Customer Relationship and Customer Success.
- Additionally, you will have:
- Working proficiency in English
- Strong Communication and Influencing skills
- Experience in Microsoft Office; GSAP/ H3 experience preferred
- Demonstrated ability and commitment to manage customer 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
- A good understanding of Commercial & Economic Acumen and Value Chain methodology
- Able to demonstrate a continuous improvement mind-set
- Attention to details when dealing with Data Management and high focus on Compliance
- Demonstrated communication and relationship building skills
- Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities
Competency Requirements For JG8
- Commercial & Economic Acumen: Knowledge
- Value Chain Understanding: Knowledge
- Managing Customer Experience: Knowledge
- Contract Management: Skill
