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Shell Customer Ops Specialist-Order to Cash in Shanghai, China


Job Title:

Customer Ops Specialist-Order to Cash

No. of Positions:


Job Description:

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:


Employment Type:

Full Time

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. 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.


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 is an Equal Opportunity Employer.

Work Location:

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):