Where you fit in

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 extra miles because it's our job, every day, to create great 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.

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 CX and to ensure maximum customer-centricity.

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

Deal Management

• Bid and Tender
• Contract Management
• Pricing
• Master Data Set-up and Amend
• Data Integrity Management
• Enforcing company's policy and contracts
• Ensuring compliance (Data privacy, trade compliance, SDS, etc)
• Troubleshooting

Order to Cash

• Order Management
• Touchless Support and Set-up
• Dispute Management
• Credit Management
• General Inquiries and Feedback
• Meeting and/or managing customer's expectations
• Ensuring invoices are correct and paid on time
• Building strong relationships and creating partners (customers) for life
• Getting as much information and notes as necessary to understand customer's issues and to drive resolution and improvements

Sales Support

• Manage existing customer portfolio of business
• Manage customer relationship virtually
• Analyst P&L reports and identify, manage areas of under-performance
• 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

• Bachelor's Degree in Business or equivalent is preferred.
• Preferably minimum 3-5 years of experience is required for this role. Candidates with more than 6 years of experience can be considered for senior role.
• Computer literacy and digital fluency in Microsoft Office
• Demonstrated ability and commitment to customer centric focused and build Customer Success
• Strong customer relationship management and interpersonal skill
• Possess a strong Customer Service ethics and ability to understand, meet, and champion the Customer's needs, while staying within the policies and procedures of Shell
• A proactive and agile learner to be responsible for new projects
• A good understanding of Commercial & Economic Acumen and Value Chain methodology: being comfortable and eager to learn complex business models and deal structures of current and new businesses in Shell.
• Understand business activities, needs of customers, and stakeholders, providing correct and prompt support to customers and business to sustain business growth and profitability
• Good problem-solving skills
• Able to work under pressure and strict timelines
• Attention to details when dealing with Data Management with accuracy and high focus on Compliance.
• Excellent communication skills in both Thai and English

If you don't see yourself reflected in the job requirements on the posting above, we still encourage you to reach out and apply. Shell is committed to creating a more diverse, equitable and inclusive workplace and we encourage individuals of all backgrounds to send in your applications.

Company Description

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 innovative place to work

There's never been a more exciting time to work at Shell.

Join us and you'll be adding your talent and imagination to a business with the ambition to shape the future – whether by investing in oil, gas, and renewable energy to meet demand, exploring new ways to store energy, or developing technology that helps the world to use energy more efficiently, everyone at Shell does their part.

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.