Customer Success Specialist DTC

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.

What's the role?

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 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
  
  
  

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 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 Customer specific requirements
  
  
  

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
  
  
  

Order Management

• Place and amend orders, liaising with fuels & lubricants supply chain & credit service partners as required.
• Manage delivery of orders - take ownership of delivery status enquiries and trouble-shooting; proactively track and update Business Partners as required
• Handle and resolve all queries from Customers
• Schedule standard and non-standard orders
• Process Returned Product
  
  
  

Credit Management

• Block Order Management - Monitor open orders, review order status and action blocked orders
• Handle basic Customer credit enquiries on cash allocation and debt collection, including direct debit rejections, allocations, refund/write-off/write on management, Cash and non-cash security handling
  
  
  

Dispute Management

• Own the end to end Disputes process, which includes logging of dispute, undertaking initial investigation and root cause analysis, liaising with key interfaces to resolve disputes. Close the loop with Customer on case outcome and confirm closure of case
  
  
  

Feedback And Issues

• Manage Customer complaints, feedback and compliments. Liaise with resolution owners, and other Service Partners as required. Close the loop with customers.
• Manage and monitor Retailer complaints through to resolution.
• Ensure ordering issues are visible and managed in accordance to 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.
  
  
  

Customer Enquiries

• Handle a range of front line Customer enquiries within the agreed processes and ways of working, including:- o Feedback and Issues: Take ownership for the resolution of Integrated Retail B2C complaints, feedback and compliments, liaising with other service partners as required
• Offers and Promotions: Deal with Customer calls and e-mails regarding promotions, third party offers, gift delivery, balance enquiry
• Logistics: Resolve enquiries within the agreed SLAs, escalating where appropriate and in collaboration with other service providers to ensure Customer outcomes
  
  
  

Digital and Touchless Support

• Support Shell's Customers on digital channels and proactively encourage self-support solutions, ensuring Customers are aware of the information and tools on the website and mobile application
• Support Shell Market Hub and SMSM platforms responding to Customers' queries taken through these channels with an appropriate tone
• Given detailed business and process knowledge may be called upon, from time to time, to support testing for IT upgrades or projects requiring operational input
  
  
  

Role Requirements

• Bachelor's degree preferred (Business related major) or equivalent experience
• Previous experience in Customer service or Fresh graduates with less than 1 year working experience
• Possess strong leadership and teamwork-based experience
• Strong proficiency (Read/Write/Speak) in English and Malay
  
  
  

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's 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'll add your talent and imagination to a business with the power to shape the future - 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're nurturing an inclusive environment - one where you can express your ideas, extend your skills and reach your potential.

• We're 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'll take it from there.
• We're closing the gender gap - whether that's through action on equal pay or by enabling more women to reach senior roles in engineering and technology.
• We're striving to be a pioneer of an inclusive and diverse workplace, promoting equality for employees regardless of sexual orientation or gender identity.
  
  
  

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're huge advocates for career development. We'll 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.