Browse thousands of opportunities across our network of innovative companies
Customer Success Specialist with Slovak
Shell
Customer Service, Sales & Business Development
Kraków, Poland
Posted on Sep 19, 2024
This job sits within the B2B Mobility customer operations forming a critical part of the Customer Fulfilment Cycle. Customer Success Specialist provides high quality support to existing Shell Mobility partners from Order through to payment. Customer Success Specialist drives proactive communications, value-adding interactions and effective issue resolution, providing best-in-market Customer experience for Mobility partners in the UK and CEE markets.
Language requirements:
Customer Language Proficiency: SK/CZ – C1
English Language Proficiency – C1
Principal Accountabilities:
This role may focus on some or all the accountabilities below, depending on operational requirements.
Order Management:
Place, amend and orders, liaising with other service partners. Apply the appropriate freight charges and surcharges as required.
Provide change information of planned shipments to schedulers and scheduling admin team.
Manage Delivery Status – take ownership of delivery status enquiries and troubleshooting; proactively tracking and Business Partners as required.
Delivery Schedule Support Service - proactively call out to Customer, to manage Delivery issues.
Handle and resolve all queries from B2B fuels Customers.
Credit Management:
Block Order Management – Monitor open orders, review order status and action blocked orders.
Handle basic Customer credit enquiries.
Dispute Management and documentation:
Own the end-to-end Disputes process for Quantity, Pricing, Tax and Master Data Disputes. This includes logging of dispute, undertaking initial investigation and root cause analysis, liaising with key interfaces to resolve disputes. Close the loop with Customer on case outcome and confirm closure of case. Investigating queries about fiscal and non-fiscal documents, redirecting to resolution owner as appropriate.
Feedback and Issues:
Manage Customer complaints feedback and compliments. Liaise with resolution owners, and other Service Partners as required. Close the loop with customers.
Touchless Support and Setup:
Support and proactively encourage touchless uptake and utilization.
Act as first level support for system interface errors.
Work with Customer IT teams to resolve issues and manage internal processes.
Transactional support: Receive and process requests and queries from Mobility Partners, Site Agent on behalf of Cards Customers and manage card transactions assistance request for manual authorization of a card transaction.
Job Knowledge, Skills & Experience:
Previous experience in Customer service or operations.
Experience in Microsoft Office; GSAP/ H3 experience would be an asset.
Possess a strong Customer service ethic and ability to understand, meet and champion the Customer’s needs, while staying within the policies and procedures of Shell.
Understand customer value proposition.
Able to demonstrate a continuous improvement mind-set.
Demonstrated communication and relationship building skills.
Showing an openness to feedback and performance improvement opportunities.
If you don't see yourself fully reflected in every job requirement listed on the posting above, we still encourage you to reach out and apply. Research has shown that women and underrepresented groups often only apply when they feel 100% qualified. We are committed to creating a more equitable, inclusive, and diverse company and we strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply!