Customer Success Specialist with French

Shell

Shell

Customer Service, Sales & Business Development
Poland
Posted on Tuesday, July 12, 2022
, Poland


Job Family Group:

Commercial and Retail


Worker Type:

Regular


Posting Start Date:


Business unit:


Experience Level:

Early Careers


Job Description:

Job Description

Job Purpose

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 journeys forming a critical part of the Customer Fullfilment Cycle. It delivers end-to-end customer support, from contract and account set-up, through to order and payment.

Principle Accountabilities

Key business serviced is Fleet Solutions. These activities cover all customer levels including Key Accounts and Platinum Customers. The broad accountability of this role is to take ownership, drive accountability, and demonstrate and communicate improvements for our customer journey. This means being a single focal point for our customer, as well as caring for our customers.

The Customer Success Specialist is accountable for a certain customer portfolio (mirroring one or more AM portfolios) to drive accountability/ownership for this portfolio. This is a key enabler to drive best-in-class 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

Requirements

  • French Language Proficiency – B2/C1
  • English Language Proficiency - min. B2
  • Bachelor degree preferred (Business related preferable)Excellent communication and relationship building skills
  • Continuous improvement mind-set
  • Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities
  • Good teamwork and collaborative skills
  • Previous experience in Customer service or operations would be an asset
  • Experience in Microsoft Office, SAP knowledge would be an asset

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