This job sits within the Order to Delivery Journey, forming a critical part of the Customer Fulfillment Cycle. The Customer Operations Specialist Order to Cash provides high quality frontline support to existing Shell Customers from Order through to payment. Customer Operations Specialist Order to Cash drives proactive communications, value-adding interactions and effective issue resolution, providing best-in-market Customer experience.
Opportunity details Opportunity Type
Graduate Job
Applications Close
28 Feb 2022
Accepting International Applications
No
Qualifications Accepted
B
Accounting, Commerce & Finance
Business Administration & Management
Economics
Human Resources
Marketing, Advertising & Public Relations
Transport, Logistics & Procurement
C
Creative Arts (all other)
Fashion Design
Film & TV
Fine Arts
Graphic Design & Visual Arts
Journalism & Writing
Music & Performing Arts
Photography
E
Biomedical Engineering
Chemical Engineering
Civil Engineering & Construction
Communications Engineering
Electrical & Electronic Engineering
Engineering & Mathematics (all other)
Environmental Engineering
Fire & Safety Engineering
Geomatic Engineering
Geotechnical Engineering
Manufacturing Engineering
Mathematics & Statistics
Mechanical Engineering
Renewable Energy Engineering
Robotics & Mechatronics Engineering
F
Food & Hospitality
Personal Services
H
Anthropology & Geography
Classics
Criminology
Humanities (all other)
International Studies
Liberal Arts
Philosophy
Social Science (all other)
Theology & Comparative Religion
I
Bioinformatics
Computer Graphics & Animation
Computer Science (all other)
Computer Systems and Networks
Cyber Security
Data Science
Design & User Experience
Programming & Software Engineering
Video Game Development
L
Justice & Law Enforcement
Law
Legal Studies
M
Audiology & Speech Pathology
Biomedical Science
Chiropractic & Osteopathy
Exercise & Sports Science
Health Administration
Medical & Health Sciences (all other)
Medical Technology
Medicine & Medical Science
Naturopathy, Acupuncture & Complementary Medicine
This job sits within the Order to Delivery Journey, forming a critical part of the Customer Fulfillment Cycle. The Customer Operations Specialist Order to Cash provides high quality frontline support to existing Shell Customers from Order through to payment. Customer Operations Specialist Order to Cash drives proactive communications, value-adding interactions and effective issue resolution, providing best-in-market Customer experience
Principal Accountabilities: This role may focus on some or all of the accountabilities below, depending on operational requirements. Businesses serviced include but are not limited to: Global Commercial, Commercial Fleet and Retail. These activities cover all Customer levels including Key Accounts and Platinum Customers.
Order Management: Place, amend and orders, liaising with other service partners in LSC, OTD & Credit as required. Apply the appropriate freight charges and surcharges as required Provide change information of planned shipments to schedulers and scheduling admin team, particularly to VMI Customers Manage Delivery Status – take ownership of delivery status inquiries and troubleshooting; proactively tracking and Business Partners as required Delivery Schedule Support Service - proactively call out to Customer, to manage Delivery issues VMI Tank Dip, Run-Out and Inquiries: Handle and resolve all queries from B2B fuels VMI Customers Schedule standard and non-standard orders (packed product) Process Returned Product Commercial Fleet: Block Cards within required SLA Credit Management Manage the customer experience by performing identified tasks (i.e. credit status inquiries, blocked order management) within prescribed timeframes, in close collaboration with the FO Credit organization Own the end to end Disputes process for Quantity, Pricing, Tax and Master Data Disputes. This 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 Provide basic Customer advice about the scope of the Lubes Analyst Play Book, escalate any consultative advice to Technical Helpdesk. Coach Customers on how to use the Shell Lubes Analyst systems when recording new machines and oil samples Manage elements of the DFOA process: Manage and monitor Customer & Distributor complaints mailbox through to resolution. Ensure DFOA related ordering issues are visible and managed in accordance to service level agreement Touchless Support and Setup: Support and proactively encourage touchless uptake and utilization Act as a touchless setup lead in system-to-system setup with existing Customers (BCI, EID, OCR, EDI). Work with Customer IT teams to resolve issues and manage internal processes. Monitor account and payment transaction activity to identify incidents of Fraud. Support Fraud Managers with fraud case information requirements General Inquiries : Handle New Business - Receive request for information or quotation from potential new Customers and connect them to the appropriate contact within Shell Work rights The opportunity is available to applicants in any of the following categories.
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