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Customer Operations Specialist...

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Customer Operations Specialist with Italian , praca Kraków, Małopolskie Polska

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 Business Operations (SBO) Krakow 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, an SBO-Krakow job will offer the chance to build a lasting and meaningful career. As one of six Business Service Operations centres, located worldwide, a job in Krakow will give you the chance to interact and work with people across the world, helping to deliver excellent support to business clients and internal stakeholders as well as advanced financial operations.

Customer Operations Specialist with Italian
Work Location: Kraków
  • Be the first point of contact for Customers
  • Resolve Customer requests received via all mediums (phone, email, fax) according to agreed service levels and service standards
  • Provide assistance to customers in self-service mediums and assist customer to complete transactions
  • Record and follow up all customer contacts in customer facing systems
  • Liasing between customers and different departments in coordination of customer service process
  • Proactively communicating to customers order and delivery status and any changes in the confirmed and promised delivery dates, agreeing changes or cancelling the sales order
  • Supporting in the resolution of delivery queries
  • Participation in trainings and responsibility for smooth takeover of given tasks

  1. 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 in accordance with pre-agreed instructions set up by Operating Unit

  • Provide services on change information of planned shipments to schedulers and scheduling admin team, particularly to VMI Customers

  • Support Operating Unit in monitoring Delivery Status – providing services on delivery status enquiries and trouble-shooting; proactively tracking and Business Partners as required

  • Delivery Schedule Support Service - proactively call out to Customer, to support Operating Unit in managing Delivery issues

  • VMI Tank Dip, Run-Out and Enquiries: Handle and resolve all queries from B2B fuels VMI Customers

  • Schedule standard and non-standard orders (packed product)

  • Process Returned Product

  • Commercial Fleet: Block Cards within required SLA

  1. Credit Management

  • Support Operating Unit to manage the customer experience by performing identified tasks within prescribed timeframes, in close collaboration with the FO Credit organization.

  1. Dispute Management:

  • Support Operating Unit on the end to end Disputes process for Quantity, Pricing, Tax and Master Data Disputes. This includes logging of dispute, undertaking initial investigation and root cause analysis, liaising with key interfaces to resolve disputes and obtaining approval from Operating Unit on disputes settlement. Close the loop with Customer on case outcome and confirm closure of case

  1. Feedback and Issues:

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

  1. Lubricant Service Administration:

  • Provide basic Customer advice in accordance with pre-agreed instructions set up by Operating Unit 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

  1. Manage elements of the DFOA process:

  • Assist Operating Unit to manage and monitor Customer & Distributor complaints mailbox through to resolution.

  • Ensure DFOA related ordering issues are visible and managed in accordance to service level agreement

  1. Touchless Support and Setup:

  • Support and proactively encourage touchless uptake and utilisation

  • Act as first level support for system interface errors

  • Act as a touchless setup lead in system-to-system setup with existing Customers (BCI, EID, OCR, EDI). Work with Customer IT teams to support Operating Unit to resolve issues and manage internal processes.

General Inquiries :

  • Handle New Business - Receive request for information or quotation from potential new Customers and connect them to the appropriate contact within Shell

  • excellent Italian (C1) and very good English (B2)
  • excellent communication skills
  • strong customer focus
  • ability to deal with multiple tasks and work in a dynamic environment
  • ability to cooperate efficiently in a team
  • good working knowledge of MS Office tools and Outlook
  • experience in using one of major ERP systems will be an advantage
Benefits of working at Shell:
  • Meaningful work in a company that is universally respected as a truly global energy leader (one of the world's biggest companies according to Fortune Global 500)
  • Unique opportunity to fulfill your potential with personal and professional development programs
  • Work in a smart and motivated team within a supportive and inclusive culture with strong values
  • Attractive salary and bonuses
  • Complex medical care and individual life insurance
  • Sports programme & facilities e.g. Multisport Benefits Card, vouchers for free time activities
  • Good atmosphere at work and comfortable working environment: own canteen and a few relax rooms
  • Opportunity to participate in social and community projects

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Shell is an Equal Opportunity Employer