Praca Macro Distributor 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. Macro Distributor Work location: Kraków, Zabierzów (pow. krakowski) Job description : The Macro Distributors Customer Service Professional is an exciting job that offers the opportunity to be end-to-end accountable for the Offer To Cash process execution for 1 or few very large Macro Distributors. Purpose is to provide high quality of service to the Macro Distributors through effective communication, vale-adding interactions and efficient issue resolution for (urgent) order management, scheduling, complaint, invoice disputes resolution (quantity, pricing and partner) and general query resolution. Principal Accountabilities: Be the first point of contact for Macro Distributors, attend to customer contact and resolve customer requests received via email, web or phone according to agreed service levels and service standards. Be the first point of contact for Distributor Account Manager and act as the end-to-end owner for operational issues. Proactively providing excellent relationship with Macro Distributors. Pro-actively keep the customer informed and delivers on customer promise and commitments. Handle a range of first line customer enquiries within agreed processed and ways of working and strive to resolve enquiries live. Escalate issues immediately where appropriate. Takes ownership for the end-to-end customer enquiry which may require engaging other partners across the service chain Adopts a Customer 1st mindset to deliver an exceptional customer end to end experience and identifies opportunities to improve the customer experience Acts to resolve customer invoice enquiries including pricing enquiries which may involve crediting and/or debiting the customer Record and follow up all customers contacts in customer facing systems for all services in scope The Macro Distributors Customer Service Professional is to coordinate customer pickups/deliveries and to provide an internal interface between the Customer Service Centre, Lubes Supply Chain (incl. plants and deployment planners), vehicle schedulers and Sales. This includes scheduling, changing and cancelling Export Orders for Macro Distributors after cut-off time, and handle delivery enquiries Proactively communicate to the Macro Distributors when the promised pick up/delivery date will not be met (including back order). Manage the back order process (bulk and packed) and liaises with the plants, deployment planners and the vehicle. Handles eCommerce enquiries and acts as the 1st point of contact regarding the use and application of our eBusiness Tools and has an intimate knowledge of the eTools, applications and functionality. Work with or contribute to various business interfaces on next generation eCommerce tools, specifically the Customer Service Centre requirements, with the aim to make it easy to do business with Shell via the digital channels. Maintains personal knowledge of business processes and procedures for their area of responsibility. Requirements : Min. English level B2/C1 Able to work in a highly dynamic and complex environment Export and Logistics experience within the industry is an advantage Demonstrated relationship building skills, across several levels, including service providers within the business Previous experience in a Customer Service/Logistics/Supply chain or similar role required Build professional relationships Make decisions and demonstrate Continuous Improvement Mindset 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: 2016-09-09

Nazwa stanowiska: Macro Distributor

Państwo: Polska

Województwo: małopolskie

Powiat: m. Kraków

Miejscowość: Kraków

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