Company: Shell
Skills: Customer Service
Education: Bachelors/3-5 yr Degree
Location: Kraków, Lesser Poland Voivodeship, Poland


Job purpose

This job sits across the Deal Management and Order to Cash journeys forming a critical part of the Customer Fulfillment Cycle. It delivers end-to-end customer support, from contract and account set-up, through to order and payment. The goal is to provide C onsistent, A daptive, R eliable and E asy experiences to our customers.

Principle Accountabilities

The broad accountability of this role is to take ownership, drive accountability, and demonstrate and communicate improvements for our customer journey. This means being a single focal point for our customer, as well as caring for our customers.

This role may focus on some or all the accountabilities below, depending on the respective businesses size and complexity:

Deal Management:
  • Bid and Tender
  • Contract Management
  • Pricing
  • Master Data Set-up and Amend
  • Data Integrity Management
  • Enforcing company's policy and contracts
  • Ensuring compliance (including but not limited to: Data privacy, trade compliance, SDS)
  • Troubleshooting


Order to Cash:
  • Order Management
  • Touchless Support and Set-up
  • Dispute Management
  • Credit Management
  • General Inquiries and Feedback
  • Meeting and/or managing customer's expectations
  • Ensuring invoices are correct and paid on time
  • Building strong relationships and creating partners (customers) for life
  • Getting as much information and notes as necessary to understand customer's issues and to drive resolution and improvements


Requirements:
  • Dutch Language Proficiency min. B2
  • French Language would be an asset
  • Bachelor degree preferred (Business related major) or equivalent experience
  • Previous experience in Customer service or operations
  • 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