Feb 13, 2020

Customer Operations Expert with English

  • Shell Oil Company
  • Kraków, Poland
Full Time Permanent

Job Description

Provide high quality operations support to the lubricant's customers in the United Kingdom Delivering effective communications, value-adding interactions and efficient issue resolution:
  • Collaborate and build relationships/partnerships with Sales and Functional Leaders across the organisation.
  • Proactively identifies CI opportunities to improve the customer experience and added value for Shell and our customers. Embeds Standard Work principles into core daily activities.
  • Handles a range of front-line customer enquiries within the agreed processes and ways of working, including:

-Place, amend and cancel Standard Orders, liaising with other service partners in Lubricants Supply Chain (LSC), Credit and Scheduling as required. Manage the blocked orders process.

-Receive urgent order requests and create urgent orders within framework of delivery promise. Initiate appropriate surcharges.

-Provide information of changes to planned shipments to schedulers and scheduling admin team.

-Receive request for return of product, via customer, distributor or AM. Liaising as applicable with LSC.

-Own the end to end disputes process for quantity, pricing and Master Data disputes including the logging of dispute, undertaking route cause analysis, liaising with key interfaces to resolve disputes and feeding back the outcome to the customer

-Take ownership for the resolution of customer complaints, feedback and compliments, liaising with other service partners as required.

Customer Care & Indirect Market Purpose & Accountabilities
  • Provide a dedicated Account Manager and Global Key Account support within the areas of: reporting, delivery and order management and communication, relationship building;
  • Identify and implement Continuous Improvement initiatives within the lifted and shifted scope of responsibilities for ones dedicated portfolio;
  • Lead local implementations of European Customer Operations and Lubricants Supply Chain projects, liaise with Customer Experience Excellence teams, Continuous Improvement specialists, SCRUM Development team, RPA specialists;
  • Support a special Delivery for Own Account business model within the area of reporting and overall customer/distributor support.


  • english Language Proficiency - C1
  • proven Experience in Customer Service
  • proven Experience in Supply Chain
  • excellent communication skills
  • strong customer focus
  • ability to deal with multiple tasks and work in a dynamic team
  • ability to cooperate efficiently
  • willingness to develop a career in a multinational environment
  • good working knowledge of MS Office tools and Outlook
  • Beneficial: project management proven track record.

Company Description

Shell in 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, a job at Shell will offer the chance to build a lasting and meaningful career. As one of 5 Business Operations centres located worldwide, we will give you the chance to interact and work with people across the world, helping to deliver excellent support to business clients and stakeholders.

Shell is an Equal Employment Opportunity Employer of Minorities, Females, LGBT, and Individuals with Disabilities.

Thanks to cooperation with Shell you gain:

  • Comfortable working environment: Newly-built modern office with its own canteen, relax rooms, bike & car parking space
  • Yearly bonuses and lots of non-monetary benefits (e.g. MultiSport Card, vouchers for cultural and free time activities, 12 sport sections, and many more)
  • Complex medical care and individual life insurance
  • Additional funds for trainings and certifications
  • EuroShell Card
  • Bonus for referring your friend to work

People with disabilities are welcome to apply as we provide reasonable accommodations and assistive technologies for people with diverse disabilities.


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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