Customer Success Specialist

Customer Success Specialist (Bahasa Indonesia speaking)

Where you fit
Expect lots of support and encouragement while you’re here. You’ll be working alongside people who love what they do and enjoy sharing their enthusiasm with everyone around them. We value career growth. You’ll have limitless opportunities to explore – whether that means building up new areas of expertise or taking in a different direction.
Customer Operations is the umbrella organization for the Downstream customer-related processes, which encompasses the entire chain of customer-facing activities. We partner with more than a dozen Downstream businesses and functions, including Lubricants, Marine, Aviation, Specialties, Retail, Fleet Solutions, Trading & Supply, Finance Operations and Credit.

What’s the role?
Purpose
Customer Operations make a huge impact on our customer’s experience and our businesses’ performance through our interactions. This job plays a critical role in delivering for the customer, so our customers choose Shell more often and in preference to our competitors, and ultimately generating higher returns for Shell.
The COS Order to Cash supports our customer’s daily operations, delivering all relevant services to the customer from product ordering till collection of cash. The COS Order to Cash owns ordering, delivery, invoicing and cash collection process. This role makes sure Customers find it easy to do business with Shell by providing a best-in-market Customer experience.
This role may focus on some or all the accountabilities below, depending on operational requirements. These activities cover all Customer levels including Key Accounts and Platinum Customers.

Accountabilities

1. Order Management:
   • Place and amend orders, liaising with fuels & lubricants supply chain & credit service partners as required.
   • Manage delivery of orders – take ownership of delivery status enquiries and trouble-shooting; proactively track and update Business Partners as required.
   • Handle and resolve all queries from Customers.
   • Schedule standard and non-standard orders.
   • Process Returned Product.
2. Credit Management:
   • Block Order Management – Monitor open orders, review order status and action blocked orders.
   • Handle basic Customer credit enquiries on cash allocation and debt collection, including direct debit rejections, allocations, refund/write-off/write on management, Cash and non-cash security handling.
3. General Inquiries:
   • Handle New Business - Receive request for information or quotation from potential new Customers and connect them to the appropriate contact within Shell.
4. Dispute Management:
   • Own the end to end Disputes process, which includes logging of dispute, undertaking initial investigation and root cause analysis, liaising with key interfaces to resolve disputes. Close the loop with Customer on case outcome and confirm closure of case.
5. Feedback and Issues:
   • Manage Customer complaints, feedback and compliments. Liaise with resolution owners, and other Service Partners as required. Close the loop with customers.
   • Manage and monitor Retailer/Distributor/Reseller complaints through to resolution.
   • Ensure ordering issues are visible and managed in accordance to service level agreement.
6. Online Services Support and Setup:
   • Support and proactively encourage uptake and utilisation of online services.
   • Act as first level support for system interface errors.
   • Assist in online services setup for system-to-system setup with existing Customers.
   • Work with Customer IT teams to resolve issues and manage internal processes.
7. Others:
   • Build strong relationship and deliver effective e2e analysis with Leadership/all key stakeholders.
   • Drive Continuous Improvement Culture, identify, align and implement improvement initiatives with all key stakeholders.

What we need from you?
Job Knowledge, Skills & Experience:
• Possess a strong Customer service ethic and ability to understand, meet and champion the Customer’s needs, while staying within the policies and procedures of Shell.
• Able to act as a Shell Brand Ambassador in a ‘voice of Shell’ role with Live Chat and social media platforms.
• Able to demonstrate a continuous improvement mind-set.
• Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities.
• Able to problem-solve independently, dealing with a range of uncommon queries.
• Able to demonstrate resilience and patience, especially when interacting with challenging Customers.
• Able to develop an extensive network of contacts, subject matter experts and decision makers across the business to help resolve the more complex Customer problems.
• Strong proficiency (read/write/speak) in Bahasa Indonesia and English.
• Preferably with experience in Indonesia Customer Operations.

Company Description
Shell Business Operations (SBO) is a chain of operational centers that form an integral part of Royal Dutch Shell. We influence business development for Shell globally, enabling the work of 93,000 employees in over 70 countries across the world. SBO Kuala Lumpur is home to 11 different functions that support Shell within the Southeast Asia, Oceania, and Middle East region. Housing more than 2000 employees, SBO Kuala Lumpur is focused on driving excellent corporate performance that enable Shell to operate in a global competitive and ever-changing business environment. Shell Business Operations (SBO) Kuala Lumpur is focused on driving excellent corporate performance in Contracting and Procurement, Creative Solutions, Customer Operations, Finance Operations, Human Resource, Information Technology, Legal Operations, Retail Centre of Excellence, Supply Chain, Technical Asset Operation and Upstream Transformation. We enable Shell to operate in a global-competitive and ever-changing business environment.

An Innovative Place to Work
There’s never been a more exciting time to work at Shell. Everyone here is helping solve one of the biggest challenges facing the world today: bringing the benefits of energy to everyone on the planet, whilst managing the risks of climate change.
Join us and you’ll add your talent and imagination to a business with the power to shape the future – whether by investing in renewables, exploring new ways to store energy or developing technology that helps the world to use energy more efficiently.

An Inclusive & Progressive Place to Work
To power progress together, we need to attract and develop the brightest minds and make sure every voice is heard. Here are just some of the ways we’re 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.

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.