Loading Support Services Specialist



Customer Service
Makati, Metro Manila, Philippines
Posted on Friday, May 10, 2024

Loading Support Services (LSS) provides 24-hour support to Shell Distribution terminals, Outside Supply Points, Fuels Sales & Marketing, and the Distribution business. LSS team provides information and receives guidance from the Demand Management team for most loading issues. LSS Specialist directly interfaces with various internal and external groups to communicate with our customers efficiently and effectively, outside supply point terminal contacts, and Sales Managers to ensure we provide the best customer support possible.

Job Purpose

The purpose of this support activity is to enable safe and accurate product lifting at terminals, troubleshoot and determine the root cause of loading issues, to facilitate the most effective use of terminal automation systems by terminal personnel and others, and to help ensure these systems operate as intended by troubleshooting and effectively resolving problems or elevating issues to second-level support. The role is highly customer focused and the successful candidate will need to be adept at handling difficult calls and maintaining a positive can-do attitude. The LSS Specialist works in a "call center" environment. The LSS Specialist answers incoming phone calls from drivers, terminal operators, external and internal customers. Each call should be handled per defined procedures and a ticket is entered for each call. In addition, the LSS Specialist monitors a team email inbox and monitors various systems. Most issues are researched and resolved by the LSS Specialist on the first call.


Provide analytical assistance to drivers or customers that has loading issues that may be related to customer set-ups. As a member of the LSS Team, the LSS Specialist provides first level support (24 x 7, 365 days a year) for all Shell Distribution terminals and Outside Supply Point terminals. Monitors various systems, such as TMS and TABS. Monitors communication of data coming in and going out to our Shell distribution terminals and TABS sites and understands the importance of timely transmission of data. Supports various internal customers. Identifies and analyzes issues/problems to determine the appropriate level of response or involvement needed from other support groups. Prioritizes problems and responds to them according to the business urgency. This requires troubleshooting activities. Provides advice, counsel, and guidance to users for all aspects of terminal operations. This includes areas of business processes and most system related questions, so technical skills are needed. Understand and supports the Mobility business. Understands and supports the Distribution business. Understands and supports Terminal Automation systems. Manage customer request from both phone and email communication channel.

Challenges: This position will be required to work night hours and holidays (US and PH). Work schedule are currently rotating every four (4) months and is subject to change. May require rendering of overtime only as needed.

Experience and Qualifications:

  • College graduate

  • Working knowledge of all/some of the key systems such as DTN TABS, GSAP, and Sales Force is preferred but not required.

  • Ability to understand and communicate IT-related processes and issues, so need to have capability to understand technical issues.

  • Proficiency with PC's and Microsoft Office suite.

  • Background in call-center operations (voice account and non-voice account) is preferred.

  • Language: English proficient (business speaking and writing)

  • Ability to work in shifting schedule including night shift.