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?

Customer Success Specialist – Deal Management (CSS-DM) Shell Lubricants is empowered to manage customer experience, relationship and satisfaction across the end-to-end journey of our customers. This job sits in the Deal Management journey forming a critical part of the Customer Fulfilment Cycle. The CSS-DM supports Account Managers in on-boarding Customers to Shell and delivering all relevant changes to the customer agreement throughout the contract life cycle. The CSS-DM owns pricing and the contract set up, amendment and management process. CSS provides Consistent, Adaptive, Reliable and Easy experiences to our customers.

Accountabilities:

Contract Management

• Work with Account Managers to provide pre-offer, offer and contract management support for standard and non-standard contract set up and maintenance, in compliance with Shell's "Play Book"
• Execute contract legal and fiscal requirements, working with local legal focal point.
• Follow-up directly with customers on missing contract documentation
• Ensure contracts are signed and stored in line with local country requirements
• Review contract performance as part of SCM process
• Own contract documentation archiving and termination of customer contracts
• Support preparing for tender bids

Pricing

• 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

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 CSS 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 authorization as applicable)
• Product Lifecycle Data Management: maintain inclusions, exclusions and listings of products in support of PLM and Customer specific requirements

Data Integrity Management:

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

Touchless Setup:

• Act as a touchless setup lead in system-to-system setup with new Customers (BCI, EID, OCR, EDI). Work with customer's IT teams to resolve issues and manage internal processes.

What We Need from You?

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

Additionally, you will have:

• Business language proficiency in English and Thai
• Strong communication and influencing skills
• Experience in Microsoft Office; global SAP experience would be advantageous
• Previous experience in data analytics and Insights & Digital environment
• Demonstrated ability and commitment to build Customer Success
• Knowledge of customer centric design
• A good understanding of commercial/economic acumen and value chain methodology
• The ability to lead and drive continuous values
• Attention to details when dealing with data management and high focus on compliance
• Experience in contract management would be advantageous

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