Job Description:

Customer Operations is in its journey to provide the best in market customer experience for our Customers and Business Partners in Shell. We create the great place for commercially minded individuals who thrive working with customers and who want to growth their experience in agile, digital and e-commerce initiatives.

We have a collaborative, flexible, dynamic and very supportive working culture; where every single one of us is determined to make a difference, to go the extra mile because it's our job, every day, to make our customers' experiences with Shell.

We believe in creating an inclusive culture and work environment where you can thrive, innovate, and develop; but most of all, be yourself.

Where You Fit In?

What is the Role?

As a Customer Success Specialist (CSS) supporting Thailand T&S Commercial Fuels Business, you will be accountable for a certain customer portfolio to take ownership, drive accountability, and demonstrate and communicate improvements for our customer journey. This is a key enabler to drive best-in-class CX and to ensure maximum customer-centricity.

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

• This role will work and support Account Managers in handling the full end to end cycle in administration & documentation support.
• To provide end to end support in the administration and documentation for full process of 'Deal Management' which involves bid and tender, contract management, pricing, master data, data integrity management.
• Act as a gatekeeper in enforcing company's policy and contracts to ensure compliance.
• To provide support to the process of 'Order to Cash' which involves in order management, touchless support and set-up, dispute management and credit management. To ensure invoices are accurate and timely payment.
• To build strong relationships and create partners (customers) for life.
• To handle customer's issues and complaints and to drive resolution and improvements

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