Customer Ops Specialist
2d ago

The Role

Provide high quality frontline customer facing service to support the newly established Retail End to End integrated team.

Delivering effective communications, value-adding interactions and efficient issue resolution. Provide high quality set up and maintenance of Retailer Master Data (from initial input in CS&A tool to completion in Cards systems) and support resolution of Retailer Cards related disputes.

  • Collaborate and build relationships / partnerships with Sales and Functional Leaders across the organisation.
  • Adopts Customer 1st / ’Peak Performance’ mindset and utilises the Customer Operations Specialists behaviours to deliver an exceptional customer experience.
  • Proactively identifies CI opportunities to improve the customer experience.
  • To identify opportunities for Continuous (CI) Improvement and added value for Shell and our customers, and embed Standard Work principles into core daily activities.
  • Handles a range of front line customer enquiries within the agreed processes and ways of working, including : -
  • Place Order - Place, amend and cancel Standard Orders, liaising with other service partners in OTD, Credit and Scheduling as required.

    Manage the blocked orders process.

    Proactively encourage customers to migrate to touchless channels wherever possible.

    Place Urgent Order - Receive urgent order requests and create urgent orders within framework of delivery promise. Initiate appropriate surcharges.

    Provide information of changes to planned shipments to schedulers and scheduling admin team, particularly to VMI customers.

    Retail Site Enquiries - Handle enquiries from Retailers relating to site promotions or Cards Manual Authorisations.

    Returned Product - Receive request for return of product, via customer, distributor or AM. Liaising as applicable with LSC, Supply, S&T.

    Copy Documents - Receive requests for copy documents - Continue to promote use of touchless channels for invoice related Copy Docs.

    Disputes Own the end to end disputes process for quantity, pricing and Master Data disputes including the logging of dispute, undertaking route cause analysis, liaising with key interfaces to resolve disputes and feeding back the outcome to the customer

    Feedback and Issues Take ownership for the resolution of Retailer / customer complaints, feedback and compliments, liaising with other service partners as required.

    New Business - Receive request for information or quotation from potential new Retail customers and connect them to the appropriate contact within Shell.

    Fuels Delivery Status - Take ownership for delivery satus process, liaising with OTD service partners as required, including managing backorder reports, shortages, and trouble shooting.

    Responsibility is specific to the customer facing components of DSSS

  • VMI Tank Dip, Run-Out & Enquiries Fuels - Handle and resolve all queries from B2B fuels VMI customers. May relate to : stock-out;
  • VMI operations (i.e. : VMI not working correctly but not resulting in stock out); customer providing information regarding exceptional sales forecast information or any potential problems associated with delivery at site;
  • capturing tank dip and sales meter readings.

    Touchless - Support and proactively encourage touchless uptake, e-invoicing, e-serve, system to system, Shell MarketHub utilisation.

    DFOA - Manage Customer Ops elements of the DFOA process, including : -

    Manage & monitor customer & distributor complaints mailbox through to resolution.

  • Contribute to significant improvement in CSI scores for DFOA customers. Calling customer to ensure a close loop process is embedded to ensure all feedback is assessed and acted upon.
  • Ensure DFOA related ordering issues, returns, IDOC errors, left on board, quantity adjustments are visible & managed in accordance to service level agreement
  • Manage buy back orders this can be handled automatically by GSAP system, however errors in the interface and in the automatic process may occur, which requires effort to investigate and resolve.
  • Manage & monitor customer & distributor complaints mailbox through to resolution.
  • Contribute to significant improvement in CSI scores for DFOA customers. Calling customer to ensure a close loop process is embedded to ensure all feedback is assessed and acted upon.
  • CARDS Accquiring including

  • Manual Authorisation- Receive request from Retailer on behalf of the card customers or manage
  • card transactions assistance request for manual authorisation of a card transaction.

  • Card Retail Enquiry - Card queries and disputes received from the Retailers, acquirers and third
  • parties.

  • Resolve enquiries within the agreed SLAs, escalating where appropriate, and in collaboration with other service providers to ensure customer outcomes.
  • Maintains current up-to-date knowledge of business processes and procedures for Order to Delivery enquiries, including orders and delivery management (place / amend order, delivery status), DSSS, DFOA, order blocks, Tech helpdesk enquiries.
  • Liaises with internal interfaces within the agreed processes and ways of working, including : -
  • o Managing deviation from plan, i.e. process in GSAP and CrossPortal where applicable, any post schedule amendments to the shift : Left on board, re-directs, plant / depot change, load quantity changes, compartment changes, trip sequence change, vehicle change, orders scheduled not delivered’.

  • Set up and maintain Retailer Master Data in relevant CAP systems. E.g. GSAP, Cards system (SuperSiras and ESI).
  • Set up and maintenance of customers for online services such as eSO, eFleet, e-Invoicing, BC
  • Complete assigned activities within agreed target levels and to the highest quality.
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