Oferta pracy

Shell Business Operations

Customer Operations Specialist Deal Management with French

Shell Business OperationsO firmie

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Rekrutacja zdalna

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Shell Business Operations

Czerwone Maki 85

Kraków

We are looking for:

Customer Operations Specialist Deal Management with French
Miejsce pracy: Kraków

Why Work for Shell?

Honest, integrity and respect; "feel free to speak your mind" culture; health and safety rules; diversity & Inclusion culture

 

  • An energy leader
    Meaningful work in a company that is universally respected as a truly global energy leader {one of the world's biggest employers according to Fortune Global 500}. Join us and have a real impact on the operations of one of the world's largest companies.

  • Vibrant community
    Become a part of a highly-driven team and get to know Shell's unique culture based on inclusiveness and collaboration.

  • Opportunies for growth
    Spread your wings thanks to innumerable opportunities that Shell Business Operations Krakow offers its emloyees.

  • Impactful collaboration
    Be an important participant of an international project.
 

Thanks to cooperation with Shell you gain:

  • Comfortable working environment: newly-built modern office with its own canteen, relax rooms, bike & car pakingspace
  • Improved accessibility of office and sanitary facilities
  • Energetic atmosphere at work
  • Attractive salary pckage
  • Shell Card
  • Additional funds for trainings and certifications (ACCA, CIMA, CIPS, Lean Six Sigma)
  • Complex medical care and individual life insurance
  • Assistive technologies and reasonable adjustments for people with disabilities
  • Non-monetary benefits (e.g. MultiSport Card, vouchers for cultural and free time activities, 12 sports sections, and many more)
  • Attractive relocation allowance available once relocating from another country
 

Job Description

This job sits within the Order to Delivery Journey forming a critical part of the Customer Fulfillment Cycle for Lubricants resellers in the French market. Businesses serviced include but are not limited to: Global Commercial, Commercial Fleet and Retail. These activities cover all Customer levels including Key Accounts and Platinum Customers.

Would you like to be a part of our Customer Operations - Lubricant resellers team and to provide high support to our Business Partners and the Customers within the Order to Delivery Journey, forming a critical part of the Customer Fulfillment Cycle in the French Market?

If the answer is 'yes' or 'oui', then this has a very promising sound and should give you a lot of opportunities to develop within our organization.

As an Customer Operations Specialist Deal Management Specialist you will be responsible for:

Order Management:
  • Place, amend and orders, liaising with other service partners as required.  
  • Apply the appropriate freight charges and surcharges as required.
  • Provide change information of planned shipments to schedulers and scheduling admin team.
  • 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.
  • Schedule standard and non-standard orders (packed product).
  • Process Returned Product.
Dispute Management:
  • Own the end to end disputes process for quantity disputes.  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.
Lubricant Service Administration:
  • Provide basic Customer advice about the scope of the Lubes Analyst Play Book, escalate any consultative advice to Technical Helpdesk.  Coach Customers on how to use the Shell Lubes Analyst systems when recording new machines and oil samples.
Touchless Support and Setup:
  • Support and proactively encourage touchless uptake and uttilisation.
  • Act as first level support for system interface errors.
  • Act as a touchless setup lead in system-to-system setup with existing Customers. 
  • Work with Customer IT teams to resolve issues and manage internal processes.

Requirements

  • Bachelor degree preferred (Business related major) or equivalent experience​.
  • French Language Proficiency – C1/C2
  • English Language Proficiency – B2.
  • Previous experience in Customer service or operations.
  • Experience in Microsoft Office; GSAP/ H3 experience preferred.
  • Possess a strong Customer service ethic and ability to understand, meet and champion the Customer’s needs, while staying within the policies and procedures of Shell.
  • Understand Shell’s Play Book and customer value proposition.
  • Able to demonstrate a continuous improvement mind-set.
  • Demonstrated communication and relationship building skills.
  • Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities.

About us

Royal Dutch Shell is a global group of energy and petrochemicals companies, operating in over 80 countries and territories and employing more than 90,000 people. Our core values of Honesty, Integrity and Respect for People define who we are and how we work. Royal Dutch Shell has developed a global network of Shell Business Operations to provide first-class services to Shell companies across the world.


Shell in Kraków:

Sits at the centre of Shell’s global businesses, providing an operational backbone to our essential business functions. Working in a vibrant community with strong values and a supportive culture, a job at Shell will offer the chance to build a lasting and meaningful career. As one of 5 Business Operations centres located worldwide, we will give you the chance to interact and work with people across the world, helping to deliver excellent support to business clients and stakeholders.

Shell Polska employs more than 4400 professionals: 4100+ in Kraków and 200 in Warsaw.

Our employees represent over 50 nationalities and operate in over 20 defferent languages.

 

Shell in Kraków departments:

Customer Operations Contracting&Procurement Trading&Supply Finance Operations HR Service

External Relations Internal Communications Order to Delivery Lubricants Supply Chain Legal

Retail Technical Asset Operations Creative Solutions

People with disabilities are welcome to apply as we provide reasonable accommodations and assitive technologies for people with diverse disabilities.

 

Contact us:

Why Work for Shell?

Honest, integrity and respect; "feel free to speak your mind" culture; health and safety rules; diversity & Inclusion culture

 

  • An energy leader
    Meaningful work in a company that is universally respected as a truly global energy leader {one of the world's biggest employers according to Fortune Global 500}. Join us and have a real impact on the operations of one of the world's largest companies.

  • Vibrant community
    Become a part of a highly-driven team and get to know Shell's unique culture based on inclusiveness and collaboration.

  • Opportunies for growth
    Spread your wings thanks to innumerable opportunities that Shell Business Operations Krakow offers its emloyees.

  • Impactful collaboration
    Be an important participant of an international project.
 

Thanks to cooperation with Shell you gain:

  • Comfortable working environment: newly-built modern office with its own canteen, relax rooms, bike & car pakingspace
  • Improved accessibility of office and sanitary facilities
  • Energetic atmosphere at work
  • Attractive salary pckage
  • Shell Card
  • Additional funds for trainings and certifications (ACCA, CIMA, CIPS, Lean Six Sigma)
  • Complex medical care and individual life insurance
  • Assistive technologies and reasonable adjustments for people with disabilities
  • Non-monetary benefits (e.g. MultiSport Card, vouchers for cultural and free time activities, 12 sports sections, and many more)
  • Attractive relocation allowance available once relocating from another country
 

We are looking for:

Customer Operations Specialist Deal Management with FrenchNumer ref.: R2734

Job Description

This job sits within the Order to Delivery Journey forming a critical part of the Customer Fulfillment Cycle for Lubricants resellers in the French market. Businesses serviced include but are not limited to: Global Commercial, Commercial Fleet and Retail. These activities cover all Customer levels including Key Accounts and Platinum Customers.

Would you like to be a part of our Customer Operations - Lubricant resellers team and to provide high support to our Business Partners and the Customers within the Order to Delivery Journey, forming a critical part of the Customer Fulfillment Cycle in the French Market?

If the answer is 'yes' or 'oui', then this has a very promising sound and should give you a lot of opportunities to develop within our organization.

As an Customer Operations Specialist Deal Management Specialist you will be responsible for:

Order Management:
  • Place, amend and orders, liaising with other service partners as required.  
  • Apply the appropriate freight charges and surcharges as required.
  • Provide change information of planned shipments to schedulers and scheduling admin team.
  • 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.
  • Schedule standard and non-standard orders (packed product).
  • Process Returned Product.
Dispute Management:
  • Own the end to end disputes process for quantity disputes.  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.
Lubricant Service Administration:
  • Provide basic Customer advice about the scope of the Lubes Analyst Play Book, escalate any consultative advice to Technical Helpdesk.  Coach Customers on how to use the Shell Lubes Analyst systems when recording new machines and oil samples.
Touchless Support and Setup:
  • Support and proactively encourage touchless uptake and uttilisation.
  • Act as first level support for system interface errors.
  • Act as a touchless setup lead in system-to-system setup with existing Customers. 
  • Work with Customer IT teams to resolve issues and manage internal processes.

Requirements

  • Bachelor degree preferred (Business related major) or equivalent experience​.
  • French Language Proficiency – C1/C2
  • English Language Proficiency – B2.
  • Previous experience in Customer service or operations.
  • Experience in Microsoft Office; GSAP/ H3 experience preferred.
  • Possess a strong Customer service ethic and ability to understand, meet and champion the Customer’s needs, while staying within the policies and procedures of Shell.
  • Understand Shell’s Play Book and customer value proposition.
  • Able to demonstrate a continuous improvement mind-set.
  • Demonstrated communication and relationship building skills.
  • Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities.

People with disabilities are welcome to apply as we provide reasonable accommodations and assitive technologies for people with diverse disabilities.

 

Contact us:

About us

Royal Dutch Shell is a global group of energy and petrochemicals companies, operating in over 80 countries and territories and employing more than 90,000 people. Our core values of Honesty, Integrity and Respect for People define who we are and how we work. Royal Dutch Shell has developed a global network of Shell Business Operations to provide first-class services to Shell companies across the world.


Shell in Kraków:

Sits at the centre of Shell’s global businesses, providing an operational backbone to our essential business functions. Working in a vibrant community with strong values and a supportive culture, a job at Shell will offer the chance to build a lasting and meaningful career. As one of 5 Business Operations centres located worldwide, we will give you the chance to interact and work with people across the world, helping to deliver excellent support to business clients and stakeholders.

Shell Polska employs more than 4400 professionals: 4100+ in Kraków and 200 in Warsaw.

Our employees represent over 50 nationalities and operate in over 20 defferent languages.

 

Shell in Kraków departments:

Customer Operations Contracting&Procurement Trading&Supply Finance Operations HR Service

External Relations Internal Communications Order to Delivery Lubricants Supply Chain Legal

Retail Technical Asset Operations Creative Solutions

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