Job Description : Job Purpose :
Job Purpose :
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 :
proactively tracking and Business Partners as requiredDelivery Schedule Support Service proactively call out to Customer, to manage Delivery issuesVMI Tank Dip, Run-Out and Enquiries : Handle and resolve all queries from B2B fuels VMI CustomersSchedule standard and non-standard orders (packed product)Process Returned ProductCommercial 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
Lubricant Service Administration :
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 utilisationAct as first level support for system interface errorsAct 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 :
Customer Language Proficiency (at least 1 if multiple language business) C1English Language Proficiency B2
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 proceduresAble to demonstrate a continuous improvement mind-setDemonstrated communication and relationship building skillsDemonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities