This role may focus on some or all the accountabilities below, depending on the respective business size and complexity:

Deal Management:

• Permit Management: Accountable for end-to-end support for Permit/License acquisition required for site opening and operation.
• Contract Management: Manage appropriate Contracts (Fuel / Non-fuel) for site opening, transfer, suspension, and closure of Retail sites as per MOA while ensuring company’s policy and compliance according to MOA.
• Wetstock Management: Maintain quantity and quality assurance. Collect Wetstock daily report to check for any red flags. Raise ticket to third-party to investigate and fix any discrepancy.

Order to Cash

• Order Management: Provide end-to-end support for Lube orders
• Touchless Support: Manage Shell Market Hub user profiles, provide troubleshooting and user support. Raise system related incidents and follow up on resolution.
• Dispute management: Manage end-to-end dispute resolution starting from dispute request, coordinate with Territory Managers for investigation and liaise with Finance team for dispute resolution.
• Customer Support: Advise Call Center Agents on issues that have been escalated until resolutions are finalized. Manage knowledge base and FAQs for Call Center Agents as future reference.

Expectation:
Critical to the success of this role is to demonstrate strong Attention to Detail, Customer Language Proficiency, and experience in managing Customer Relationship and Customer Success.

Job Qualifications:

• Bachelor degree in related fields as minimum
• Minimum 2 years of working experiences (A plus if you have background from Oil & Gas, FMCG industries)
• Good proficiency in English
• Strong Communication and Influencing skills
• Previous experience in data Analytics & Insights and Digital environment
• Demonstrated ability and commitment to manage customer experience and build Customer Success
• Knowledge of Customer Centric Design
• A good understanding of Commercial & Economic Acumen and Value Chain methodology
• The ability to lead Continuous Improvement and drive values for business
• Attention to details when dealing with Data Management and high focus on Compliance
• Proven experience in Contract Management
• Knowledge of Wetstock site operations