Oferta pracy

Customer Success Specialist Mobility

Shell Business OperationsO firmie

Shell Business Operations

Czerwone Maki 85

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
 

We are looking for:

Customer Success Specialist MobilityNumer ref.: R10100

Job Purpose:

This job sits within the B2B Mobility customer operations forming a critical part of the Customer Fulfilment Cycle.  Customer Success Specialist provides high quality support to existing Shell Mobility partners from Order through to payment. Customer Success Specialist drives proactive communications, value-adding interactions and effective issue resolution, providing best-in-market Customer experience for Mobility partners in the UK and CEE markets.


Principal Accountabilities:

This role may focus on some or all of the accountabilities below, depending on operational requirements. 


Order Management:

  • Place, amend and orders, liaising with other service partners in LSC, OTD & Credit 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

  • Delivery Schedule Support Service - proactively call out to Customer, to manage Delivery issues

  • Resolve all queries from B2B fuels Customers

Credit Management:

  • Block Order Management – Monitor open orders, review order status and action blocked orders

  • Handle basic Customer credit enquiries

Feedback and Issues:

  • Manage Customer complaints feedback and compliments.  Liaise with resolution owners, and other Service Partners as required. Close the loop with customers

Touchless Support and Setup:

  • Support and proactively encourage touchless uptake and utilization

  • 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:

  • Customer Language Proficiency: Polish – minimum C1

  • English Language Proficiency – C1

  • Bachelor degree preferred (Business related major) or equivalent experience

  • Previous experience in Customer service or operations would be an asset

  • Experience in Microsoft Office

  • Possess a strong Customer service ethic and ability to understand, meet and champion the Customer’s needs

  • 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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