Customer Operations Specialist - OTC

, Pakistan

Job Family Group:Commercial and Retail

Worker Type:Regular

Posting Start Date:August 12, 2024

Business unit:Downstream and Renewables

Experience Level:Experienced Professionals

Job Description:

Job Purpose:The job supports delivery of a Customer Value Proposition that sets Shell apart from its competitors. The COS supports Account Managers in on-boarding Customers to Shell and delivering all relevant changes to the customer agreement throughout the contract life-cycle. The COS owns pricing and the contract set up, amendment and management process. This role makes sure Customers find it easy to do business with Shell by providing a best-in-market Customer experience.

Principal Accountabilities:This role may focus on some or all of the accountabilities below, depending on operational requirements. These activities cover all Customer levels including Key Accounts and Platinum Customers.

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 the Play Book

Execute contract legal and fiscal requirements, working with local legal focal

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 root causes of issues and implement sustainable fixes

Act as resolution owner of Customer complaints. Feedback outcomes to COS 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 authorisations 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 IT teams to resolve issues and manage internal processes.

Sales Support:

To enhance the profitability of Shell PK and retailers by providing targeted support and solutions to underperforming mobility sites.

Offer tailored solutions to address specific problems faced by individual sites.

Establish a system of regular performance reviews assessing progress of each site, identifying areas of improvement, and adjusting strategies accordingly.

Competition Analysis:

Conduct comprehensive research on competitors' activities, including product offerings, pricing strategies, and market share. Monitor and analyze industry trends and regulatory changes.

Develop and maintain a database of competitive intelligence information. Utilize various sources such as industry reports, financial statements, news articles, and market surveys to gather relevant data.

Work closely with marketing, sales, and ops teams to integrate competitive intelligence into strategic planning. Provide recommendations based on competitive analysis to enhance Shell's market strategies.

DISCLAIMER:Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Shell/Shell Group companies around the world. The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand. Shell is an Equal Opportunity Employer.#J-18808-Ljbffr