Company: Shell
Skills: Customer Service
Experience: 2 + Years
Education: High School/Secondary
Location: Krakow, Poland

Customer Success Specialist (CSS) is empowered to manage customer experience, relationship, and satisfaction across the end-to-end journey of our customers.

This job sits across the Deal Management and Order to Cash forming a critical part of the Customer Fulfilment Cycle. It delivers end-to-end customer support, from contract and account set-up, through to order and payment. CSS provides Consistent, Adaptive, Reliable and Easy experiences to our customers.

More specifically, this role includes:
  • Deal Management (accountable for Bid and Tender, Contract Management, Pricing, Master Data, Data Integrity Management, enforcing company's policy and contracts, Ensuring compliance)
  • Order to Cash (responsible for Order Management, Touchless Support and Set-up, Dispute Management, Credit Management, ensuring invoices are correct and paid on time, Building strong relationships and creating partners (customers) for life, understand customer's issues and drive resolution and improvements).
  • Sales Support (Manage existing customer portfolio of business, Manage customer relationship virtually, Analyst reports and identify, manage areas of underperformance, Champion the sales process with a strategic mindset, Manage key sales process steps as agreed with respective business, Data-driven sales recommendation)

We hope to see as many of the following as possible on your CV:
  • Working proficiency in English - C1
  • At least two years' experience in Customer Service field
  • Experience of using SAP, SalesForce, Transporeon, would be a strong advantage
  • Strong Communication and Influencing skills
  • Previous experience in data Analytics & Insights and the Digital environment would be an asset
  • Demonstrated ability and commitment to build Customer Success
  • Knowledge of Customer-Centric Design
  • A good understanding of Commercial & Economic Acumen and Value Chain methodology
  • Attention to details when dealing with Data Management and high focus on Compliance
  • Strong relationship management skills; able to adapt approach to different audiences or circumstances
  • Ability work across multiple external and internal touch points - being an effective team player and contributor
  • Resilience: being open for a challenge and having ability to prioritize workload when under pressure from different stakeholders