Customer Operations Specialist - Order to Cash

Job Purpose:
This job sits within the Order to Delivery Journey forming a critical part of the Customer Fulfilment Cycle. The Customer Operations Specialist Order to Cash provides high quality frontline support to existing Shell Customers from Order through to payment. Customer Operations Specialist Order to Cash drives proactive communications, value-adding interactions and effective issue resolution, providing best-in-market Customer experience

Principal Accountabilities:
This role may focus on some or all of the accountabilities below, depending on operational requirements. Businesses serviced include but are not limited to: Global Commercial, Commercial Fleet and Retail. These activities cover all Customer levels including Key Accounts and Platinum Customers.

Order Management:

• Place, amend and orders, liaising with other service partners in LSC, OTD & Credit as required. Apply the appropriate freight charges and surcharges as required
• Provide change information of planned shipments to schedulers and scheduling admin team, particularly to VMI Customers
• Manage Delivery Status – take ownership of delivery status enquiries and trouble-shooting; proactively tracking and Business Partners as required
• Delivery Schedule Support Service - proactively call out to Customer, to manage Delivery issues
• Schedule standard and non-standard orders (packed product)
• Process Returned Product

Credit Management

• Debt Collection & Cash Allocation - Administer debt collection, including direct debit rejections, allocations, refund/write-off/write on management, Cash and non-cash security handling
• Block Order Management – Monitor open orders, review order status and action blocked orders
• Handle basic Customer credit enquiries

Dispute Management:

• 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

Feedback and Issues:

• Manage Customer complaints feedback and compliments. Liaise with resolution owners, and other Service Partners as required. Close the loop with customers

Lubricant Service Administration:

• Provide basic Customer advice about the scope of the Lubes Analyst Play Book, escalate any consultative advice to Technical Helpdesk. Coach Customers on how to use the Shell Lubes Analyst systems when recording new machines and oil samples

Manage elements of the DFOA process:

• Manage and monitor Customer & Distributor complaints mailbox through to resolution.
• Ensure DFOA related ordering issues are visible and managed in accordance to service level agreement

Touchless Support and Setup:

• Support and proactively encourage touchless uptake and utilisation
• Act as first level support for system interface errors
• Act as a touchless setup lead in system-to-system setup with existing Customers (BCI, EID, OCR, EDI). Work with Customer IT teams to resolve issues and manage internal processes.

Fraud Support

• Monitor account and payment transaction activity to identify incidents of Fraud.
• Support Fraud Managers with fraud case information requirements