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 (CSS) is empowered to manage customer experience, relationship, and satisfaction across the end-to-end journey of our customers. This job sits across the Deal Management and Order to Cash forming a critical part of the Customer Fulfilment Cycle. It delivers end-to-end customer support, from contract and account set-up, through to order and payment. CSS provides Consistent, Adaptive, Reliable and Easy experiences to our customers.

What's the role?

As a Customer Success Specialist, 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 Customer Experience and to ensure maximum customer-centricity.

This role will be supporting Agri & Constructions sectors, you may focus on some or all the accountabilities below, depending on the respective business size and complexity:

• Deal Management – accountable for Bid and Tender, Contract Management, Pricing, Master Data, Data Integrity Management, enforcing company's policy and contracts, Ensuring compliance).

• Order to Cash – responsible for Order Management, Touchless Support and Set-up, Dispute Management, Credit Management, ensuring invoices are correct and paid on time, building strong relationships, and creating partners (customers) for life, understanding customer's issues and to drive resolution and improvements.

• Sales Support – manage existing customer portfolio of business, manage customer relationship virtually, analyze P&L reports, identify and manage areas of underperformance, Champion the SPANCOP sales process with a strategic mindset, manage key sales process steps as agreed with respective business, Data-driven sales recommendation.

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:

• Working proficiency in Thai and English
• Strong Communication and Influencing skills
• Previous experience in data Analytics & Insights and 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
• Proven experience in Contract Management

More about Shell in Thailand

Shell's presence in Thailand dates back to 1892 when the first barge containing Shell kerosene docked in Bangkok. Today, Shell is one of the largest and the longest-established multinational operations in Thailand. The Shell Brand is one of the most esteemed and well respected in the Thai energy sector. Shell played a pioneering role in the advancement of the industry, from the establishment of refineries to a nationwide network of gasoline stations. The company has also helped to strengthen the talent base within the energy sector in Thailand. For more than 120 years of our operations in Thailand, Shell has been growing side by side with the country's developing economy. We have been committed to developing products of quality and to preserving the environment. Our goal is not only to achieve business success but also to play an active role in helping improve society.

An inclusive place to work

To power progress, we need to attract and develop the brightest minds and make sure every voice is heard. Here are just some of the ways we are nurturing an inclusive environment – one where you can express your ideas, extend your skills, and reach your potential.

• We're creating a space where people with disabilities can excel through transparent recruitment process, workplace adjustments and ongoing support in their roles. Feel free to let us know about your circumstances when you apply, and we'll take it from there.
• We're closing the gender gap – whether that's through action on equal pay or by enabling more women to reach senior roles in engineering and technology.
• We're striving to be a pioneer of an inclusive and diverse workplace, promoting equality for employees regardless of sexual orientation or gender identity.
• We consider ourselves a flexible employer and want to support you finding the right balance. We encourage you to discuss this with us in your application.

A rewarding place to work

Combine our creative, collaborative environment and global operations with an impressive range of benefits and joining Shell becomes an inspired career choice.

We're huge advocates for career development. We'll encourage you to try new roles and experience new settings. By pushing people to reach their potential, we frequently help them find skills they never knew they had, or make career moves they never thought possible.

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