Company: Shell
Skills: Customer Service, Sales
Education: Bachelors/3-5 yr Degree
Location: Krakow, Poland

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 - 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
  • Handle and 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

Dispute Management and documentation:
  • Own 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. Close the loop with Customer on case outcome and confirm closure of case. Investigating queries about fiscal and non-fiscal documents, redirecting to resolution owner as appropriate.

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.

Transactional support:
  • Receive and process requests and queries from Mobility Partners, Site Agent on behalf of Cards Customers and manage card transactions assistance request for manual authorization of a card transaction.

  • Bachelor degree preferred (Business related major) or equivalent experience
  • English and Czech or Slovak min. B2
  • Previous experience in Customer service or operations would be an asset
  • Possess a strong Customer service ethic and ability to understand, meet and champion the Customer's needs, while staying within the policies and procedures
  • Demonstrated communication and relationship building skills
  • Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities