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.
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
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.
CARDS Accquiring including
card transactions assistance request for manual authorisation of a card transaction.
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’.