Job Purpose :
This job sits within the Order to Delivery Journey forming a critical part of the Customer Fulfilment 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. 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 and 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 lubes VMI Customers
Schedule standard and non-standard orders (packed product)
Block Order Management Monitor open orders, review order status and action blocked orders
Handle basic Customer credit enquiries
Dispute Management :
Own part of Disputes process for Quantity, Pricing, Tax and Master Data. 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
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 first level support for system interface errors
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.
Support Fraud Managers with fraud case information requirements