Loading Support Services (LSS) Specialist
Shell
Manila, Philippines
5d ago

Purpose

The purpose of this support activity is to enable safe and accurate product lifting at terminals, troubleshoot and determine the root cause of loading issues, to facilitate the most effective use of terminal automation systems by terminal personnel and others, and to help ensure these systems operate as intended by trouble-shooting and effectively resolving problems or elevating issues to second-level support.

The role is highly customer focused and the successful candidate will need to be adept at handling difficult calls and maintaining a positive can-do attitude.

The LSS Specialist works in a "call center" environment. The LSS Analyst answers incoming phone calls from drivers, terminal operators, external and internal customers.

Each call should be handled per defined procedures and a ticket is entered for each call. In addition, the LSS Specialist monitors a team email inbox and monitors various systems.

Most issues are researched and resolved by the LSS Specialist on the first call.

Accountabilities

Provide analytical assistance to drivers or customers having loading issues that may be related to customer set-ups. Support including all of the following :

  • Commissioning / decommissioning of OSP locations- setting up EDI data, e.g. Toptech Data Services (TDS), and master data processes- providing TDS support.
  • As a member of the LSS Team, the LSS Specialist provides first level support (24 x 7, 365 days a year) for all Shell Distribution terminals and Outside Supply Point terminals.

  • Monitors various systems, such as TMS and TDS.
  • Supports numerous internal and external key stakeholders, effective communication skills are required.
  • Monitors communication of data coming in and going out to our Shell distribution terminals and TDS sites, and understands the importance of timely transmission of data.
  • Identifies and analyzes issues / problems to determine the appropriate level of response or involvement needed from other support groups.
  • Prioritizes problems and responds to them according to the business urgency. This requires troubleshooting activities.
  • Provides advice, counsel, and guidance to users for all aspects of terminal operations. This includes areas of business processes and most system related questions, so technical skills are needed.
  • Understand and supports the Fuels Sales & Marketing business.
  • Understands and supports the Distribution business.
  • Understands and supports Terminal Automation systems.
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