Company: Shell
Skills: Customer Service, Operations Management
Education: High School/Secondary
Location: Makati City, Philippines

General Business Background

Customer Op erations Fleets and Sectors is powering the growth of Shell's customer-facing B2B businesses and accelerating the transition to net-zero emissions by 2050. We are the engine of the deal-to-cash journey, from customer servicing to the revenue generation nee ds of our Lubricants global key accounts, Fleet Solutions, Commercial Road Transport and the global businesses of Aviation, Marine, Agriculture & Forestry and Construction & Road.

Shell Marine Lubricants is one of the world's leading Marine lubricants supp liers serving over 800 active sold-to accounts, 8,000 sea-going vessels in 61 Delco (delivering countries) with 700+ ports. Customer companies varies from big customer groups, to traders, to ship management companies that acts for and on behalf of the vess el owner.

If you are curious, highly motivated, ambitious, a hunter, a challenger? Can break through barriers using inquiry, perseverance and charm? Lead from the front and take people with you? Answer yes to all of these? Then you are ready to make a d ifference in CO Marine, one of the fastest growing and demanding set of businesses in Shell Downstream and one of Shell's core Energy Transition businesses.

Job Purpose

This role is key to ensuring we create a coherent and consistent and market leading customer experience for our key accounts. The role includes both hands-on delivery of the experience and working with natural operations team members in Marine customer ops to assure high quality and consistency..

Principal Responsibilities

Work with t he Account Managers and natural ops teams to deliver excellent customer experience for the assigned Key Accounts, including:

Key Account Sales Support
  • Be the dedicated sales support for Key Account customers and be accessible to them for operations issues or queries and act as internal customer focal point/advocate, including coaching and supporting natural operations team assigned to support operational aspect s of their key accounts and for Europe clusters, creating one-team, customer-back approach with DM team.
  • Work with Account Managers to prepare for major tenders and support implementation of significant business wins.
  • Travel occasionally in-region to meet customers, sales & Delcos.
  • Support Account Managers with focus on farming activities and on contract reviews
    • Provide input into contract performance reviews.
    • Support promos or services (e.g., Accuport)

  • Operational delivery of deal management , and order to cash (DTC) for the designated Key Accounts across all the products and services supplied by the Marine Lubes Business
  • Actively identify and mitigate risks across critical interfaces between commercial, legal, finance, credit, operations, and IT. Develop deep relationships with Delcos (those relevant for the key customers out of the 61 Delcos some of which are third parties, (supply chain) to effectively manage order fulfillment issues.

Sectoral Transformation
  • Overall accountable for sectora l transformation key accounts' customer operations activities horizontally (with Marine Fuels, if necessary) and operations KPIs : Building and working through a natural operations team to assure seamless onboarding, contract, price, orders, and invoice man agement with consistent and high-quality experience. Drive actions for gap closure and when needed, performs actual the transactions to support urgent requests; and
  • Analyzing the servicing data and insights of the customer across operational teams and buil ding recommendations to improve customer experience, while unlock other value generation opportunity.
  • Preparing business review meetings with the customers, internal AM meetings and alignment across different teams - with customer centric approach

Active value-generation as part of performance KPI
  • During customer contact and ordering, recommend alternative solutions if product requested not available at the port. Potentially also recommend at next port-of-call where (alternate) product is available while understanding the logistics capabilities of Shell at the port of call (e.g., barge, road, self pick-up). This may involve working with other key accounts in "borrowing" stocks and doing prioritisation.


Marine is a dynamic 24/7 global operati on with highest exposure to Trade Compliance in DS. We have over 700 ports in 61 countries, supporting 2000+ accounts that have 8000+ vessels sailing around the world. Marine has multiple business models and interfaces (Customers/agents, Supply Chain, Fina nce, Credit, IT, Finance, Credit, RLA kits & equipment suppliers) and an aggressive growth and digital agenda. CO Marine is integral to the aspired Marine Ambitions and is transforming the organization to deliver elevated and complex services to our custom ers.

Key Challenges

Customer vessels destinations are global, across time-zones Dynamic business and operations landscape with high degree of complexity Ability to execute Deal-to-Cash transactions and activities in CO operations, with full compliance Managing multiple interf aces.

Essential Skills
  • Relevant experience, preferably in the Marine industry or customer facing B2B environment.
  • Ability to create a collaborative environment without management authority.
  • Strong problem-solving skills are a must. Candidates must be nume rate, and detail orientated.
  • Ability to develop insights from data, develop creative solutions and drive change from a customer and digital perspective
  • Very good communication and interpersonal skills and ability to develop working relationships with all functions.
  • Evidence of being a self-starter
  • A working knowledge of the OTC processes and / or awareness / experience of lean / six sigma would be advantageous

Key Competences & Behaviors required
  • Marine Industry Knowledge - Skill/Mastery
  • Customer Relatio nship Management - Skill
  • Communications Ability - Skill
  • Use of KPI's and process control to improve performance - Skill
  • Commercial and Economic Acumen - Skill
  • Well organized and able to manage conflicting daily - Skill
  • Manage, prepare, and analyze relevan t data for business reviews - Knowledge
  • Resilient under pressure and able to maintain a calm environment in the face of tough challenges

Shift - 3PM to 12AM