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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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.

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Customer Success Specialist with French