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Shell Customer Operations Specialist-DM Lubric in Turkey


Job Title:

Customer Operations Specialist-DM Lubric

No. of Positions:


Job Description:

This job sits within the Deal Management Journey forming a critical part of the Customer Fulfilment Cycle. The COS Deal Management owns pricing and master data set up and amendment process. This role makes sure Customers find it easy to do business with Shell by providing a best-in-market Customer experience.

Principal Accountabilities:

This role focus on all of the accountabilities below, depending on operational requirements. Businesses serviced include Global Commercial, local Marine and Bitumen including Key Accounts Customers.

Practice LAT behaviors, HSSE policies, and Shell Business Principles. Operate within the Manual of Authority and the Standard Offer Book

This role will support Contract Management activities as a back up role


• Set up and maintain end to end pricing data, including confirming pricing, managing price increases and changes, implementing rebates and charge backs, investment deals, invoice accuracy, and resolving pricing related errors and disputes

• Month end and year end closing transactions

• OTC workflow focus and clearance of all invoices

• Manage price increase activities due to MOA principles

• Daily CDMS upload as a control activity

Trouble Shooting:

• Provide “One Team” support for Sales in owning and resolving all Deal Making issue resolution. Work to uncover issue root cause of issues and implement sustainable fixes

• Act as resolution owner of Customer complaints. Feedback outcomes to COS Order to Cash colleagues who will communicate with customers

Master Data Set Up & Amend:

• Maintain Sales Hierarchy, contract registers and banding adherence

• Set up and amend Customer master data

• Act as Resolution Owner for Master Data Disputes. Liaise with key interface, business partners and/or Customers to resolve them and perform invoice adjustment (in consultation with line manager and within the authorisations as applicable)

• Product code changes

Data Integrity Management:

• Maintain master data integrity. Review DQS reports, correct any data errors and track performance against SLA

Other Inquiries

• Commit to meet individual KPI's, Team KPI's, and CO KPI's.

• Superuser activities

Auto req ID:



Commercial Business to Business (B2B)

Country of Work Location:



• English language- Advanced

• Bachelor degree preferred (Business related major) or equivalent experience

• Previous experience in Customer service or operations

• Experience in Microsoft Office; GSAP,CS&A and Aeurus experience preferred

• Strong analysis and problem solving ability

• Drive, self-motivated, high on achievement; result-oriented, able to work under pressure

• Demonstrated ability to identify and improve service offerings in line with customers operations and processes

• Ability to build and maintain positive customer relationships and work in a team-orientated environment

• Demonstrates a good knowledge of HSSE standards and practices

• 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

• Fully compliant with ISO9001 Management Quality system, ISO27001 Information security management systems, IATF 16949 International Automotive Task Force, TS EN ISO 14001 Environmental Management System, ISO 10002 Complaint Handling and Customer Satisfaction Quality Management standards/procedures/work instruction

Work Location(s):

Istanbul - Esentepe