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Customer Operations Specialist - Order to Cash
Job Description
Job Purpose:
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 frontline support to existing Shell 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: This role may focus on some or all of the accountabilities below, depending on operational requirements. Businesses serviced include but are not limited to: Global Commercial, Commercial Fleet and Retail. These activities cover all Customer levels including Key Accounts and Platinum Customers.
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 frontline support to existing Shell 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: This role may focus on some or all of the accountabilities below, depending on operational requirements. Businesses serviced include but are not limited to: Global Commercial, Commercial Fleet and Retail. These activities cover all Customer levels including Key Accounts and Platinum Customers.
1. Order Management:
·
Place,
amend and orders, liaising with other service partners in LSC, OTD &
Credit as required. Apply the appropriate freight charges and
surcharges as required
·
Provide
change information of planned shipments to schedulers and scheduling admin
team, particularly to VMI Customers
·
Manage
Delivery Status – take ownership of delivery status enquiries and
trouble-shooting; proactively tracking and Business Partners as required
·
Delivery
Schedule Support Service - proactively call out to Customer, to manage
Delivery issues
·
Schedule standard and non-standard orders
(packed product)
·
Process Returned Product
2. Credit Management
·
Debt
Collection & Cash Allocation - Administer debt collection, including direct
debit rejections, allocations, refund/write-off/write on management, Cash and
non-cash security handling
·
Block
Order Management – Monitor open orders, review order status and action blocked
orders
·
Handle
basic Customer credit enquiries
3. Dispute Management:
·
Own the
end to end Disputes process for Quantity, Pricing, Tax and Master Data
Disputes. This includes logging of dispute, undertaking initial
investigation and root cause analysis, liaising with key interfaces to resolve
disputes. Close the loop with Customer on case outcome and confirm
closure of case
4. Feedback and Issues:
·
Manage
Customer complaints feedback and compliments. Liaise with resolution
owners, and other Service Partners as required. Close the loop with
customers
5. Lubricant Service Administration:
·
Provide basic Customer advice about the scope
of the Lubes Analyst Play Book, escalate any consultative advice to Technical
Helpdesk. Coach Customers on how to use the Shell Lubes Analyst systems
when recording new machines and oil samples
6. Manage elements of the DFOA process:
·
Manage and monitor Customer & Distributor
complaints mailbox through to resolution.
·
Ensure DFOA related ordering issues are
visible and managed in accordance to service level agreement
7. 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.
8. Fraud Support
·
Monitor account and payment transaction
activity to identify incidents of Fraud.
·
Support Fraud Managers with fraud case
information requirements
9. General Inquiries :
·
Handle New Business - Receive request for
information or quotation from potential new Customers and connect them to the
appropriate contact within Shell
Country of Work Location
Egypt
Work Location
Cairo - New Cairo DS
Company Description
At Shell Egypt, we believe that people are our greatest
asset. You will see that our commitment to your career reflects our drive to
innovate on many levels. We are committed to supply the world’s need for energy
in socially and environmentally responsible ways and our commitment to
diversity will always be of paramount importance. Shell began operations in
Egypt in 1911 and has been a steady presence and employer ever since. In
addition, our social investment and development programmes attest to our commitment
to make a difference for Egypt’s youth. Shell Egypt runs workshop-based
sessions aimed at delivering today's practical business skills to students
through lectures and training conducted by experienced Shell hires, such as the
“Step Towards Progress” (STP) at Cairo University; the “Annual Conference for
Engineering Students” (ACES) & the “Give and Gain” programme at Ain Shams
University, the “Real Life Project” at the American University of Cairo and the
“Al Amal Programme” (Hope Programme).
Requirements
Skills & Experience:
·
Bachelor
degree preferred (Business related major) or equivalent experience
·
Previous
experience in Customer service or operations
·
English Language Proficiency
·
Experience
in Microsoft Office; GSAP
·
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 Offer 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 Positions1
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.
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.
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.
Job Expires
31-Jan-2019
للمزيد من وظائف اليوم مصر 2019 :
للمزيد من وظائف الاهرام الجمعة 2019 :
للمزيد من وظائف الوسيط الجمعة 2019 :
للمزيد من الوظائف اليوم بمصر :
مواضيع ذات صلة