Shell Customer Center Manager - Houston, TX in Houston, Texas
Customer Center Manager - Houston, TX
No. of Positions:
Customer Center Manager will build and develop Shell Chemicals Customer Service capabilities by leading and coaching skilled Customer Relationship Coordinators (CRC’s), identifying needs/process improvement opportunities within Shell and externally with customers and stakeholders. Drive and implement change and projects in close cooperation with the Commercial Product Lines, while delivering upon the Value Propositions to Customers.
This is an ideal position for a professional who wants an opportunity to lead teams and manage staff, while developing project management skills. Furthermore, this position will give you full exposure to various functions within the Chemicals organization, including commercial, operations, finance and credit, as the Customer Center organization is responsible for the full OTC arena supporting the various product lines within Chemicals.
The successful candidate will be able to help drive data driven performance, as well as create data driven business cases through appropriate analysis. Additionally, improving the overall efficiency of the customer center organization by delivering upon designated performance metrics as agreed upon in the GPA .
Accountabilities to include but not limited to:
Proper staffing, development of people and succession planning
Support and follow up of CRC's skill/competency development against the Customer Center Competence Framework.
Focus team efforts on the most important KPIs, such as:
The increased use of e-business channels (Customer Lounge and Elemica);
Timely closure of customer complaints;
Chasing overdue payments from customers; Customer Satisfaction;
Reducing order and invoice rework
Continuous Improvement initiatives
Be a visible leader in HSSE by translating high-level aims to practical actions in the Customer Center and assuring HSSE competencies of staff are maintained according to the HSSE competency requirements
Play a key role in Issues Management, particularly if customers are impacted, including but not limited to product quality, supply disruption, logistics delays or other operational issues. Resolving complex customer issues in liaison with staff from other functions such as Sales Executives and other commercial staff, Supply Chain & Logistics, HSSE, Accounts Receivable and Accounts Payable.
Responsible for performing mid-year and year end reviews with staff along with setting goals every year.
Represent the Customer Center at Commercial Team meetings. First point of contact for Commercial Managers and PM's.
Support the implementation of global CPM and take ownership of the Customer Center related business processes. Participate in various cross functional activities, for example: Credit Forum, Commercial Team meetings, HR, etc.
Financial controls compliance, including but not limited to SOX compliance.
Promotes and maintains effective teamwork and high morale.
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Shell is a global group of energy and petrochemical companies with about 84,000 employees across more than 70 countries. We aim to meet the world’s growing need for more and cleaner energy solutions in ways that are economically, environmentally and socially responsible. We have expertise in exploration, production, refining and marketing of oil and natural gas, and the manufacturing and marketing of chemicals.
As a global energy company operating in a challenging world, we set high standards of performance and ethical behaviors. We are judged by how we act and how we live up to our core values of honesty, integrity and respect for people. Our Business Principles are based on these. They promote trust, openness, teamwork and professionalism, as well as pride in what we do and how we conduct business.
Building on our core values, we aspire to sustain a diverse and inclusive culture where everyone feels respected and valued, from our employees to our customers and partners. A diverse workforce and an inclusive work environment are vital to our success, leading to greater innovation and better energy solutions.
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.
Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Royal Dutch/Shell Group companies around the world.
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 participates in E-Verify.
All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, age, religion, disability, sexual orientation, gender identity, protected veteran status, citizenship, genetic information or other protected status under federal, state or local laws.
Shell is an Equal Opportunity Employer - Minorities/Females/Veterans/Disability.
Houston - EP Center Americas
Must have legal authorization to work in the US on a full-time basis for anyone other than current employer.
Bachelor's Degree required.
Minimum of five (5) years professional experience required.
Previous line-management experience (to individuals or smaller teams) preferred
Previous experience with OTC processes (or similar processes in other CoB in Downstream) is an advantage.
Previous experience in an international environment recommended.
Chemicals experience recommended.
Chemicals GSAP / CRM knowledge an advantage
Key Competences / Skills
Competent coach, supportive of learning and development needs
Strong interpersonal, team working and leadership skills.
Strong stakeholder management skills.
Thorough knowledge of business processes, systems, knowledge of supply chain and customer supply & services.
Provide all customers (internal and external) with professional behavior by demonstrating strong business acumen and change management skills
Strong, clear, and concise communication skills particularly given some stakeholders sit in different time zones
Role model behavior of the Enterprise First Behaviors
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