Feb 13, 2020

Customer Ops Specialist-Order to Cash (Spanish Speaker)

  • Shell Oil Company
  • Manila, Metro Manila, Philippines
Full Time Permanent

Job Description

Job Description

Job Purpose:
This job sits within the Order to Delivery Journey forming a critical part of the Customer Fulfillment Cycle. The Customer Operations Specialist Order to Cash provides high quality frontline support to existing Shell Customers from Order through to payment. This role also includes providing excellent Customer facing service to support the Retail End to End integrated team (General Public and where applicable Loyalty, Digital).
The Customer Operations Specialist drives proactive communications, value-adding interactions and effective issue resolution, providing best-in-market Customer experience through phone interaction, emails, ticketing, and where applicable -- live chat and social media engagements.

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.

Order Management:
  • Place, amend and orders, liaising with other service partners in OTD, Credit & RB as required. Apply the appropriate freight charges and surcharges as required.
  • Provide change information of planned shipments to schedulers and scheduling admin team.
  • 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.
  • VMI Tank Dip, Run-Out and Enquiries: Handle and resolve all queries from B2B fuels VMI Customers (where applicable)
  • Schedule standard and non-standard orders (packed product)
  • Process Returned Product

Credit Management:
  • Manage the customer experience by performing identified tasks (i.e. credit status inquiries, blocked order management - review and action blocked orders) within prescribed timeframes, in close collaboration with the FO Credit organization

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 and General Inquiries:
  • Manage end-to-end Customer complaints, feedback and compliments. Take ownership of F&I cases and liaise with resolution owners, and other Service Partners as required to ensure resolution. Close the loop with customers to ensure positive customer experience even while customer complaints.
  • Handle New Business Requests and various queries from Customers/Retailers
  • Manage customer issues e2e using regular proactive communications approach with key customers in alignment with the local business

Touchless Support and Setup (where applicable):
  • Support and proactively encourage touchless uptake and utilization
  • Act as a touchless setup lead in system-to-system setup with Customers -- work with Customer IT teams to resolve issues and manage internal processes.
  • Act as first level support for system interface errors

Retail Enquiries and Fraud Support (where applicable):
  • Receive and process requests from Retailers on behalf of the card Customers
  • Receive and process card queries and disputes from the Retailers, acquirers and third parties.
  • Handle enquiries from Retailers relating to site promotions or Cards Manual Authorizations.
  • Monitor account and payment transaction activity to identify incidents of Fraud.
  • Support Fraud Managers with fraud case information requirements

General Public, Loyalty, Digital:
Customer Enquiries
  • Handle a range of front line Customer enquiries within the agreed processes and ways of working, including:
  • Feedback and Issues: Take ownership for the resolution of Integrated Retail B2C complaints, feedback and compliments, liaising with other service partners as required
  • Offers and Promotions: Deal with Customer calls and e-mails regarding promotions, third party offers, gift delivery, balance enquiry, Premium membership
  • Logistics: Resolve enquiries within the agreed SLAs, escalating where appropriate and in collaboration with other service providers to ensure Customer outcomes

Process and Administrative Work
  • Acquire an in-depth knowledge of and work with internal systems, understanding both their individual use and how they relate to each other
  • Support Data Integrity Management, by embedding right first-time accountability and ownership of Customer data quality inputted at system
  • Collaborate with third party logistics companies
  • Liaise with internal interfaces within the agreed processes and ways of working

Loyalty Management (where applicable):
  • Manage the Retail Loyalty Customer Experience
  • Handle transaction queries, self-serve queries and general loyalty related enquiries
  • Process Customer loyalty registration and personal data management, channel preference modification
  • Perform compliance checks on fraud and manual data quality control
  • Support the redeeming and transferring of Customer Loyalty points
  • Manage the lost/stolen/forgotten cards process
  • Resolve Loyalty complaints

Digital and Touchless Support (where applicable):
  • Support Shell's Customers on digital channels and proactively encourage self-support solutions, ensuring Customers are aware of the information and tools on the website and mobile application
  • Support social media platforms responding to Customers' queries taken through these channels with an appropriate tone and within the limited characters
  • Work with the new digital live-chat channels for inbound Customer queries both through the website and the mobile application
  • Given detailed business and process knowledge may be called upon, from time to time, to support testing for IT upgrades or projects requiring operational input


  • Customer Language Proficiency (at least 1 if multiple language business) - C1
  • English Language Proficiency - B2
  • Spanish Language Proficiency
  • Bachelor degree preferred (Business related major) or equivalent experience
  • Experience in Microsoft Office
  • Previous experience in Customer Service
  • Possess a strong Customer service ethic and ability to understand, meet and champion the Customer's needs, while staying within the policies and procedures
  • Demonstrated communication and relationship building skills
  • Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities
  • Able to demonstrate a continuous improvement mind-set
  • Willing to work on a shifting schedule

Company Description

Start Something Remarkable

Shell Business Operations (SBO) Manila is focused on driving excellent corporate performance in Finance, Human Resource, Customer Service, Order-to-Delivery, and Contracting and Procurement. We enable Shell to operate in a global-competitive and ever-changing business environment.

A career in Shell will offer you remarkable opportunities for growth, true experience across different business areas and the tools you need to discover and develop your skills within the energy industry.

We're looking for qualified individuals with the drive to create significant business impact, as well as to collaborate with a team of professionals with diverse backgrounds. If you are a great team player, possess superior communication skills and problem solving abilities, join us and see the impact that you can make across our global business.


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.


Commercial and Retail