Royal Dutch Shell is a global group of energy and petrochemicals companies, operating in over 80 countries and territories and employing more than 90,000 people. Our core values of Honesty, Integrity and Respect for People define who we are and how we work. Royal Dutch Shell has developed a global network of Shell Business Operations to provide first-class services to Shell companies across the world.

Shell Business Operations (SBO) Krakow sits at the centre of Shell’s global businesses, providing an operational backbone to our essential business functions. Working in a vibrant community with strong values and a supportive culture, an SBO-Krakow job will offer the chance to build a lasting and meaningful career. As one of seven Business Operations centres, located worldwide, a job in Krakow will give you the chance to interact and work with people across the world, helping to deliver excellent support to business clients and internal stakeholders as well as advanced financial operations.

Shell is an Equal Employment Opportunity Employer of Minorities, Females, LGBT Equality and Individuals with Disabilities.

Customer Operations Specialist Czech Speaker

Job Description

The Customer Operations Specialist in Retained Accounts Team is an exciting job that offers the opportunity to be end -to -end accountable for the deal to cash process execution for 1 or few global key account.

Purpose is to provide high quality of service to the global key account through effective communication, value-adding interactions and efficient issue resolution for (urgent) order management, scheduling, complaint, invoice disputes resolution (quantity, pricing and partner) and general query resolution.

You will:

• Be the first point of contact for global key account , attend to customer contact and resolve customer requests received via email, web or phone.
• Act as the end to end owner for operational issues.
• Proactively providing excellent relationship with global key account.
• Take ownership for the end-to-end customer enquiry which may require engaging other partners across the service chain.
• Adopt a Customer 1st mindset to deliver an exceptional customer end to end experience and identifies opportunities to improve the customer experience.
• Act to resolve customer invoice enquiries including pricing enquiries which may involve crediting and/or debiting the customer.
• The Order to Cash Customer Operations Specialist is to coordinate customer pickups/deliveries and to provide an internal interface between the Customer Operations, Lubricant Supply Chain (incl. plants and deployment planners), vehicle schedulers and Sales. This includes scheduling, changing and cancelling Export Orders for Global Key Accounts after cut-off time, and handle delivery enquiries
• Proactively communicate to the global key account when the promised pick up/delivery date will not be met (including back order). Manage the back-order process (bulk and packed) and liaises with the plants, deployment planners and the vehicle.
• Handle eCommerce enquiries and acts as the 1st point of contact regarding the use and application of our eBusiness and has an intimate knowledge of the eTools, applications and functionality.
• Maintain personal knowledge of business processes and procedures for their area of responsibility.

Requirements:

• English min. level C1
• Czech or Slovak min. level C1
• Able to work in a highly dynamic and complex environment
• Export and Logistics experience within the industry is an advantage
• Demonstrated relationship building skills, across several levels, including service providers within the business
• Previous experience in a Customer Service or similar role required
• Build professional relationships
• Make decisions and demonstrate Continuous Improvement Mindset

Thanks to cooperation with Shell you gain:

• Comfortable working environment: Newly-built modern office with its own canteen, relax rooms, bike & car parking space
• Yearly bonuses and lots of non-monetary benefits (e.g. MultiSport Card, vouchers for cultural and free time activities, 12 sport sections, and many more)
• Complex medical care and individual life insurance
• Additional funds for trainings and certifications
• EuroShell Card
• Bonus for referring your friend to work