Customer Operations Specialist Deal Management in Shanghai, China

Company description:

Shell's story in China dates back more than 100 years. At Shell China we will make sure that your ideas will travel. All of Shells core businesses are now represented in China. We need world-class candidates to continue our drive to innovate and answer the worlds energy needs in socially and environmentally responsible ways.

Job Description:

Job Purpose:
This job sits within the Deal Management Journey forming a critical part of the Customer Fulfilment Cycle.The job supports delivery of a Customer Value Proposition that sets Shell apart from its competitors.The COS Deal Management supports Account Managers in on-boarding Customers to  Shell and delivering all relevant changes to the customers agreement throughout the contract life-cycle.The COS Deal Management owns pricing and the contract set up, amendment and management process,and handle daily customer interactions like ordering, enquiry and disputes.This role makes sure customers find it easy  to do business with Shell by providing a best-in market customer experience.

Principal Accountabilities:
This role may focus on some or all of the accountabilities below,depending on operational requirements.Business serviced:Commercial Fuels.
1.Contract Management:
* Work with Account Managers to provide pre-offer,offer and contract management support for standard and non-standard contract set up and maintenance,in compliance with the offer book.
* Execute contract legal and fiscal requirements,working with local legal focal.
* Follow-up directly with customers on missing contract documentation.
* Ensure contracts are signed and stored in line with local country requirements.
* Review contract performance as part of SCM process.
* Own contract documentation archiving and termination of customer contracts.
* Support preparing for tender bids.
2. Pricing:
* Set up and maintain end to end pricing data,including confirming pricing,managing price increase and changes,implementing rebates and charge backs,invoice accuracy, and resolving pricing related errors and disputes.
3. Trouble shooting:
* Provide'One Team'support for sales in owning and resolving all Deal Making issue resolution.Work to uncover issue root cause of issues and implement sustainable fixed
* Act as resolution owner of customer complaints.Feedback outcomes and resolution customers.
4. Master Data Set up&Amend:
* Maintain Sales Hierarchy,contract registers and banding adherence.
* Set up and amend customer master data.
* Act as resolution owner for Master Data Disputes.Liaise with key interface,business parterns and /or customers to resolve them and perform invoice adjustment(in consultation with line manager and within authorisations as applicable).
5. Data Integrity Management:
* Maintain master data integrity.Review DQS reports,correct any data errors and track performance against SLA.
6. Customer Facing
* Order management, liaising with other scheduling partners in operations team as required to ensure orders delivered as standard DP policy.Apply the appropriate surcharge.
* Feedback and complaint,take ownership for the resolution of customer feedback and complaints,liaising with other resolution owner to communicate the outcome with customer within SLA.
* Enquiries, take ownership to deal with customer enquiries on accounting, delivery,facing document,invoice,ect.Liaising with other service partner to deliver an exceptional customer experience.
7. Reporting Management
Design appropriate tracking report based on requirement from business to support business partner manage customer performance,and internal operational excellence.

 

Job Requirements:

Job knowledge,skills&experience:
Language:
*Customer language proficiency(at least 1 if multiple language business)-C1
*English language proficiency-B2
Other Skills&Experience:
*Bachelor degree preferred(Business related major) or equivalent experience.
*Previous experience in customer service or operations.
*Experience in Microsoft Office;GSAP experience preferred.
*Posses a strong customer service ethic and ability to understand, meet and champion the customers' needs,while staying within the policies and procedures of Shell.
*Have an in-depth,intimate knowledge of the customers' business and the industry.
*In-depth knowledge of customer service operating Model,the offer book and customer value proposition.
*Able to demonstrate a continuous improvement mind-set
*Demonstrated communication and relationship building skills
*An Extensive network of contats/subject matter experts/decision makers across the business and E2E service chain to help resolve the more complex customer problems-Go to people who can get things done.This could include Account Manager, Sales support, Schedulers, GPE,CI FPs etc.
*Ability to spot trends and identify CI opportunities to processes or to solve root cause issues.
*Given their detailed business and process knowledge they may be called upon, from time to time, to support testing for IT upgrades or projects requiring operational support/input.
*Demonstrate a willingness to be coached,showing an openness to feedback and performance improvement opportunities.

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 Royal Dutch/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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