Praca Senior Customer Service Professional - Macro Distributors Kraków Shell Business Operations

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Opis oferty pracy:
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 six Business Service 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. Senior Customer Service Professional - Macro Distributors Work location: Kraków, Zabierzów (pow. krakowski) Job description : JOB PURPOSE: to provide high quality service to the Macro Distributors / Retained Accounts through effective communication, value adding interactions and efficient issue resolution for (urgent) order management, scheduling, complaint, invoice disputes resolution and general query resolution. PRINCIPAL ACCOUNTABILITIES: To be the first point of contact for MD or RA and act as the E2E owner of operational issues Be the first point of contact for MD/RA, resolve customer requests received via email, web or phone according to agreed service standards. Be the first point of contact for Distributor Account Manager and act as the E2E owner for operational issues. Proactively providing excellent relationship with MDs/RAs. Proactively keep customers informed and deliver promises and commitments. Take ownership for the end-to-end customer enquiry which may require engaging other partners across the service chain. Adopt Customer 1st mindset to deliver exceptional customer experience and identify opportunities to improve customer experience. Coordinate customer pick-ups/deliveries and provide an internal interface between CSC, LSC (Supply Planning, Schedulers etc.) and Sales. This includes scheduling, changing and cancelling export orders after cut-off time and handle delivery enquiries. Act to resolve customer invoice enquiries including pricing enquiries which may result in crediting/debiting the customer. Manage the back order process and liaise with the plants, deployment planners and the vehicle schedulers, and track open orders to ensure all orders are fulfilled on time. Handle eCommerce enquiries and act as the 1st point of contact regarding the use and application of our eBusiness Tools (eRouter, eServe, MarketHub, Web portal functionality, VMI, eVMI), and has an intimate knowledge of the eTools, applications and functionality. Handle DFOA and Self Billing related enquiries. Maintain personal knowledge of business processes and procedures for their area of responsibility. Export transactions. Approx. 44 countries in scope (MDs and RAs in EMEA). Liaise with approx. 10 plants (Shell and 3rd party). Sales Support and East/Latam CSC in Manila. Requirements : English, min. C1 Global Commercial experience (resp. Lubricants) Export/Logistics experience within the industry is an advantage Familiar with the benefits of Visual Management, Standard Work and Daily Huddles Demonstrated relationship building skills, across several levels, including service providers within the business Demonstrate Continuous Improvement and Value Generation Mindset GSAP as an advantage; Excel, Word, Outlook required Number of Vacancies : 1 Benefits of working at Shell: Meaningful work in a company that is universally respected as a truly global energy leader (one of the world’s biggest companies according to Fortune Global 500) Unique opportunity to fulfill your potential with personal and professional development programs Work in a smart and motivated team within a supportive and inclusive culture with strong values Attractive salary and bonuses Complex medical care and individual life insurance Sports programme & facilities e.g. Multisport Benefits Card, vouchers for free time activities Good atmosphere at work and comfortable working environment: own canteen and a few relax rooms Opportunity to participate in social and community projects Shell is an Equal Opportunity Employer

Pracodawca: Shell Business Operations

Data publikacji ogłoszenia: 2016-08-04

Nazwa stanowiska:
Senior Customer Service Professional - Macro Distributors

Państwo: Polska

Województwo: małopolskie

Powiat: m. Kraków

Miejscowość: Kraków

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