Customer Operations Specialist Order to Cash

Job description

Company Description

Shell's story in China dates back more than 100 years. At Shell China we will make sure that your ideas will travel. We need world-class candidates to continue our drive to innovate and answer the world's energy needs in socially and environmentally responsible ways. All of Shell's core businesses are now represented in China. Upstream (oil and gas exploration and liquefied natural gas), Downstream (Oil Products and Chemicals) and our Projects and Technology organisation (Shell Global Solutions and Coal Gasification).

Job Description

This job sits within the Order to Delivery Journey forming a critical part of the Customer Fulfilment Cycle. The Customer Operations Specialist Order to Cash provides high quality service support to B2C Key Account customers from Order through to payment. Customer Operations Specialist Order to Cash drives proactive communications, value-adding interactions and effective issue resolution, providing best-in-market Customer experience.
Principal Accountabilities:
1. Order Management: Place, amend and orders, liaising with other service partners in LSC, OTD & Credit as required; manage Delivery Status; schedule standard and non-standard orders (packed product); process Returned Product
2. Dispute Management: Own the end to end Disputes process for Quantity, Pricing, Tax and Master Data Disputes.
3. Feedback and Issues: Manage Customer complaints feedback and compliments. Liaise with resolution owners, and other Service Partners as required. Close the loop with customers
4. Lubricant Service Administration: Provide basic Customer advice about the scope of the Lubes Analyst Play Book, escalate any consultative advice to Technical Helpdesk.
5. 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 resolve issues and manage internal processes.
6. Fraud Support: Monitor account and payment transaction activity to identify incidents of Fraud; support Fraud Managers with fraud case information requirements
7. Customer Setup and Amend: Responsible for setup (ship -tos only) and amending (ship-tos and sold-tos) of customer master data for all customers, including meeting respective SLA, data quality and communicating changes internally and to customers.
8. Pricing: Accountable for standard pricing maintenance, managing price increases/amendments and price confirmation, administrating DMAP and the resolution of pricing related errors.
9. PLM Data Management: Maintaining inclusions, exclusions and listings in support of PLM and customer specific requirements
10. Rebate management: Be responsible for checking, accruing, settling rebate.
Business Specific Accountabilities:
§ Collaborate and build relationships/ partnerships with Sales and Functional Leaders across the organization.
§ Adopts Customer 1st mindset and utilizes the Customer Operations Specialists behaviours to deliver an exceptional customer experience.
§ Identifies opportunities to improve the customer experience
§ Establish regular engagements with respective KAM to review/support pipeline management and SPANCOP, key account plans, customer visits and POPSA and prioritize actions according to customer strategy or performance issues.

Desired profile

Requirements

Language:

· 
Mandarin

· 
English Language Proficiency

Other Skills & Experience:

· 
Have at least 3-year experience of customer service is most preferred

· 
Experience in Microsoft Office; GSAP/ R3 experience preferred

· 
Possess a strong Customer service ethic and ability to understand, meet and champion the Customer's needs, while staying within the policies and procedures of Shell

· 
Demonstrate ability to proactive solve problem, to dig out problem root cause and resolve it with key stakeholders efficiently.

· 
Understand Shell's Play Book and customer value proposition

· 
Able to demonstrate a continuous improvement mind-set

· 
Demonstrated communication and relationship building skills

Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities

No. of Positions

1

Disclaimer

Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date.

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The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand.

Shell is an Equal Opportunity Employer.

Removal Date

13-Dec-2017