Customer Success Specialist - Deal Management

Customer Success Specialist - Deal Management Makati, Philippines
Opportunity Expired
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.
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 enquiries and trouble-shooting; 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 Enquiries: 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 utilisation 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 Business Specific Accountabilities: Within the Customer Operations Specialist Order to Cash job the specific activities below are only relevant for the following businesses:
International Marine: Liaise with delivering company schedulers to ensure fulfilment of scheduling requirements for International Marine orders. Provide product stock availability information to International Marine Customers through timely sending of Industry Order Confirmation (IOC) Manages requests for quotations from existing customers Identify alternative solutions for rejected order lines and place respective new orders. Maintain accurate root cause for order lines rejections. Execute and log trade controls for each order placed Manages communication with delivering companies through the use of marketHub conco/delco chat. Act as focal point with identified Delco's to address process gaps and maintain accurate Delco Guide information. Maintain Customer guides with critical knowledge and information to manage orders & deliveries. Ensure POD collection process is effective. Support distributors in MarketHub (eHaulier) trouble shooting questions. Support Delivering companies in usage of MarketHub conco/delco chat. Aviation Manage emergency re-fuelling service & fuel requests of Into Plane Aviation Customers Retail: Receive and process requests and queries from Retailers on behalf of Cards Customers and manage card transactions assistance request for manual authorisation of a card transaction. Handle site promotion queries and Cards Manual Authorisations Specialities (Selected Markets): Liaise with local delivery company to ensure fulfilment of scheduling requirement for bitumen orders. Coordinate with company owned and 3rd party owned plants to ensure stock availability information prior to order confirmation. DM Task
Job Purpose: This job sits within the Deal Management Journey forming a critical part of the Customer Fulfilment Cycle. The job supports delivery of a Customer Value Proposition that sets Shell apart from its competitors. The COS Deal Management supports Account 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.
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.
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 Play Book Execute contract legal and fiscal requirements, working with local legal focals 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 SCM process Own contract documentation archiving and termination of customer contracts Support preparing for tender bids 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 (also covers Distributor DFOA Customers) Trouble Shooting: Provide "One Team" support for Sales in owning and resolving all Deal Making issue resolution. Work to uncover issue root cause of issues and implement sustainable fixes Act as resolution owner of Customer complaints. Feedback outcomes to COS Order to Cash colleagues who will communicate with customers 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 PLM and Customer specific requirements  Data Integrity Management: Maintain master data integrity. Review DQS reports, correct any data errors and track performance against SLA Touchless Setup: Act as a touchless setup lead in system-to-system setup with new Customers (BCI, EID, OCR, EDI). Work with Customer IT teams to resolve issues and manage internal processes. Business Specific Accountabilities: Within the Customer Operations Specialist Deal Management job the specific activities below are only relevant for the following businesses:
Commercial Fleet Road Services: Responsible for Road Services registration and set up and amend process, checking for accuracy, legal compliance and documentation completeness Act as Road Services Customer advisor and create the link between Customer and third party providers, resolving operational issues International Marine: Execute and log trade controls as part of SCM process. Act as interface with local deal management Customer Operations Specialist teams to support local marine contracting activities for marine Sales account managers. Manage price set up for RLA services and use eDeal Marine Pricing tool to support pricing activities Maximize usage of Shell Marine App part of Marine digital solutions for customers Aviation: For Aviation, a significant part of the Deal Management role involves supporting Airport Optimizers and Account Managers through the Bid and Tender process, which is a global process, covering international customers Ensure effective set up of all Aviation Into Plane customers in their entirety in GSAP, which includes accurate translation of Customer Offer into customer master and reference data, excellence in Customer Set Up and Amend process, and timely running of Price Notifications Create and maintain accurate Aviation Customer Pricing data and Price set up in GSAP Administer rebate settlements and Pricing adjustments Specialities: Analyse customers past performance (Contract vs performance delivery) and exceptions to offer book to recommend appropriate actions Use pricing tool (Specialties Pricing Jupiter Tool) to support Pricing Manager for the execution of pricing operations Work with Process Expert, E2E & Business development manager to leverage on standard process (where possible) to support new business (market entry, new product introduction etc) Act as coordinator to ensure Integrity Due Diligence (IDD) are performed to ensure integrity of customer before signing up as Shell customers/distributors Job Knowledge, Skills & Experience: Language: Customer Language Proficiency (at least 1 if multiple language business) – C1 Work rights The opportunity is available to applicants in any of the following categories.
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