Shell Customer Ops Specialist-Order to Cash in Shanghai, China
Customer Ops Specialist-Order to Cash
No. of Positions:
What's the role?
The Customer Ops Specialist - Order to Cash may focus on providing high quality service to all customer levels including key accounts and platinum customers through effective communication, value-adding interactions and efficient issue resolution. This role will also be responsible for the Customer Relationship Management and Business Review & Reporting to Sales.
Collaborate and build relationships/partnerships with sales and functional leaders across the organization
Adopts customer 1st mindset and utilises the customer operations specialist behaviours to deliver an exceptional experience
Identifies opportunities to improve the customer experience
Handles a range of frontline customer inquiries within the agreed process and ways of working, including
Place, and amend orders, liaising with other service partners in LSC, OTD & Credit as required. Apply the appropriate freight charges and surcharges as required
Manages communication with delivering companies to ensure fulfilment of scheduling requirements,
Manage Delivery Status – take ownership of delivery status enquiries and trouble-shooting; proactively track delivery performance and liaise with LSC service partners as required
Identify alternative solutions for rejected order lines, and dig out root cause for order lines rejections.
Process Returned Product and liaise with LSC, Supply as applicable
Take ownership for the resolution of customer complaints, feedback and compliments. Liaise with resolution owners, and other Service Partners as required.
Take ownership of dispute management. Undertaking initial investigation and root cause analysis in liaison with other key interfaces in LSC and with indirect partners to resolve.
Touchless Support and Setup - Support and proactively encourage touchless uptake and utilisation
Manages requests for quotations from existing customers
Handle New Business - Receive request for information or quotation from potential new Customers and connect them to the appropriate contact within Shell
Establish regular engagemetns with AM to support pipeline and POPSA ad prioritize actions according to customer strategy or performance issues
Auto req ID:
Commercial Business to Business (B2B)
Country of Work Location:
Shell's story in China dates back more than 100 years. At Shell China we will make sure that your ideas will travel. All of Shell’s core businesses are now represented in China. We need world-class candidates to continue our drive to innovate and answer the world’s energy needs in socially and environmentally responsible ways.
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Shell is an Equal Opportunity Employer.
Shanghai - The Hub
What we need from you
Bachelor degree preferred (Business related major) or equivalent experience
Previous experience in Customer operations is 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
Understand Shell’s Play Book and customer value proposition
Able to demonstrate a continuous improvement mind-set
Demonstrate ability to proactive solve problem, to dig out problem root cause and resolve it with key stakeholders efficiently
Demonstrated communication and relationship building skills
Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities
Demonstrate data analysis skills
City, State (if applicable):
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