Project Customer Success Specialist (Fixed-Term Contract) Makati, Philippines
Opportunity Expired
The project staff role will focus on managing the current backlog driven by supply conditions in the US, and addressing duplicate transactions generated by the Salesforce tool. Proposed project staff will be asked to manage basic activities listed below, to free up time for our regular FTEs to attend to the more complex issues required by the STEM.
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
The project staff role will focus on managing the current backlog driven by supply conditions in the US, and addressing duplicate transactions generated by the Salefoce tool. Proposed project staff will be asked to manage basic activities listed below, to free up time for our regular FTEs to attend to the more complex issues required by the STEM. The activities for FTC will be as follows:
Manual order placing Requisition of PODS Report generation Duplicates removal in SalesForce
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 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 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. General Inquiries : Handle New Business - Receive request for information or quotation from potential new Customers and connect them to the appropriate contact within Shell Job Knowledge, Skills & Experience: Language: Customer Language Proficiency (at least 1 if multiple language business) – C1 Other Skills & Experience: Bachelor degree preferred (Business related major) or equivalent experience. Previous experience in Customer service. Experience in Microsoft Office. Possess a strong Customer service ethic and ability to understand, meet and champion the Customer's needs, while staying within the policies and procedures Demonstrated communication and relationship building skills Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities Work rights The opportunity is available to applicants in any of the following categories.
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