, PhilippinesJob Family Group:Commercial and RetailWorker Type:RegularPosting Start Date:Business unit:Human ResourcesExperience Level: Early CareersJob Description: Customer Operations is in its journey to provide the best in market customer experience for our Customers and Business Partners in Shell. We create the great place for commercially minded individuals who thrive working with customers and who want to growth their experience in agile, digital and e-commerce initiatives. We have a collaborative, flexible, dynamic and very supportive working culture; where every single one of us is determined to make a difference, to go the extra mile because it's our job, every day, to make our customers' experiences with Shell. We believe in creating an inclusive culture and work environment where you can thrive, innovate, and develop; but most of all, be yourself.As a Customer Success Specialist, you will be accountable for a certain customer portfolio to take ownership, drive accountability, and demonstrate and communicate improvements for our customer journey. This is a key enabler to drive best-in-class CX and to ensure maximum customer-centricity.This role may focus on some or all the accountabilities below, depending on the respective business size and complexity:Deal Management (accountable for Bid and Tender, Contract Management, Pricing, Master Data, Data Integrity Management, enforcing company's policy and contracts, Ensuring compliance)Order to Cash (responsible for Order Management, Touchless Support and Set-up, Dispute Management, Credit Management, ensuring invoices are correct and paid on time, building strong relationships and creating partners (customers) for life, understand customer's issues and to drive resolution and improvements)Sales Support (Manage existing customer portfolio of business, manage customer relationship virtually, Analyst P&L reports and identify, manage areas of underperformance, Champion the SPANCOP sales process with a strategic mindset, manage key sales process steps as agreed with respective business, Data-driven sales recommendation)Dimension: Macro Distributor Business (LatAm)Skills & Requirements: Critical to the success of this role is to demonstrate strong Customer Language Proficiency and experience in managing Customer Relationship and Customer Success. Additionally, you will have:Language Requirement: English Language Proficiency – B2Spanish Language Proficiency - Must be a native speaker of Spanish or must have a near-native proficiency Strong Communication and Influencing skillsPrevious experience in data Analytics & Insights and Digital environmentDemonstrated ability and commitment to build Customer SuccessKnowledge of Customer Centric DesignA good understanding of Commercial & Economic Acumen and Value Chain methodologyThe ability to lead and drive Continuous ValuesAttention to details when dealing with Data Management and high focus on ComplianceProven experience in Contract ManagementJob Competency ProfileValue Chain Management and E2E Profitability – KnowledgeCompliance Control and Risk Management – KnowledgeSupply Chain Customer Service – KnowledgeCommercial agility - SkillAnalyses and Solves Problems - MasteryAttention to Detail - MasteryCommunicates and Persuades - SkillTeam Working - SkillWork Schedule / Shift: Night Shift (9PM - 6AM); Sat-Sun off; Following US process holidays-DISCLAIMER:Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Shell/Shell Group companies around the world. The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand. Shell is an Equal Opportunity Employer.SummaryLocation: Dela Rosa - Street officeType:
