Where you fit in
Key business serviced is Fleet Solutions. These activities cover all customer levels including Key Accounts and Customers. The broad accountability of this role is to take ownership, drive accountability, and demonstrate and communicate improvements for our customer journey. This means being a single focal point for our customer, as well as caring for our customers.
Customer Success Specialist (CSS) is empowered to manage customer experience, relationship, and satisfaction across the end-to-end journey of our customers. This job sits across the Deal Management and Order to Cash journeys forming a critical part of the Customer Fulfilment Cycle. It delivers end-to-end customer support, from contract and account set-up, through to order and payment.
What’s the role?
You will be entrusted with the following:
Deal Management
Bid and Tender
Contract Management including administrative work to support the contract with Retailers and Dealers
Pricing
Master Data Set-up and Amend
Data Integrity Management
Enforcing company’s policy and contracts
Ensuring compliance (Data privacy, trade compliance, SDS, etc)
Troubleshooting
Order to Cash
Order Management
Touchless Support and Set-up
Dispute Management
Credit Management
General Inquiries and Feedback
Meeting and/or managing customer’s expectations
Ensuring invoices are correct and paid on time
Building strong relationships and creating partners (customers) for life
Getting as much information and notes as necessary to understand customer’s issues and to drive resolution and improvements
Special handling for customer such as document handling, and other tax related documentation.
Sales Support
Manage existing customer portfolio of business
Manage customer relationship virtually
Analyst P&L reports and identify, manage areas of underperformance
Champion the SPANCOP sales process with a strategic mindset
Manage key sales process steps as agreed with respective business
Data-driven sales recommendation
Supporting the new business initiative
What we need from you?
Customer Language Proficiency (Bahasa Indonesia), English Language Proficiency
Minimum Bachelor degree in any field of study or equivalent experience
Previous experience in Customer service or operations
Experience in Microsoft Office with experience in using social media platforms including twitter/Facebook
Experience in Microsoft Office; GSAP/ H3 experience preferred
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 Shell’s Play Book and customer value proposition
Able to demonstrate a continuous improvement mind-set
Demonstrated communication and relationship building skills
Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities
Company description
Shell began operations in Indonesia more than 100 years ago and can look back on a rich history with Indonesia. At Shell Indonesia, we believe that diversity is key: it will help our drive to innovate and make sure that our employees’ ideas will travel. We offer an exciting platform from which you can deliver and excel. Shell Indonesia manages business operations that include marketing and trading oil products directly as well as through its appointed distributors. In 2006, Shell started its Commercial Fuels business in Indonesia: we provide bulk fuels and related technical support to the Industrial and Transport Sector. Shell Indonesia is also planning to establish a significant presence in the upstream sector.
An innovative place to work
There’s never been a more exciting time to work at Shell.
Join us and you’ll be adding your talent and imagination to a business with the ambition to shape the future – whether by investing in oil, gas and renewable energy to meet demand, exploring new ways to store energy, or developing technology that helps the world to use energy more efficiently, everyone at Shell does their part.
An inclusive place to work
To power progress, we need to attract and develop the brightest minds and make sure every voice is heard. Here are just some of the ways we are nurturing an inclusive environment – one where you can express your ideas, extend your skills, and reach your potential.
We’re creating a space where people with disabilities can excel through transparent recruitment process, workplace adjustments and ongoing support in their roles. Feel free to let us know about your circumstances when you apply, and we’ll take it from there.
We’re closing the gender gap – whether that’s through action on equal pay or by enabling more women to reach senior roles in engineering and technology.
We’re striving to be a pioneer of an inclusive and diverse workplace, promoting equality for employees regardless of sexual orientation or gender identity.
We consider ourselves a flexible employer and want to support you finding the right balance. We encourage you to discuss this with us in your application.
A rewarding place to work
Combine our creative, collaborative environment and global operations with an impressive range of benefits and joining Shell becomes an inspired career choice.
We’re huge advocates for career development. We’ll encourage you to try new roles and experience new settings. By pushing people to reach their potential, we frequently help them find skills they never knew they had, or make career moves they never thought possible.
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.https://halokerja.id connects jobseekers and recruiters by accurately matching candidate profiles to the relevant job openings through an advanced 2-way matching technology. While most job portals only focus on getting candidates the next job, Shine focuses on the entire career growth of candidates.
