, Türkiye
Job Family Group:
Commercial and Retail
Worker Type:
Regular
Posting Start Date:
February 21, 2025
Business unit:
Downstream and Renewables
Experience Level:
Experienced Professionals
Job Description:
Customer Operations is in its journey to provide the best in market customer experience for our Customers and Business Partners in Shell. We create the wonderful place for commercially minded individuals who thrive working with customers and who want to growth their experience in agile, digital and e-commerce initiatives.
We have a collaborative, flexible, dynamic, and incredibly supportive working culture; where every single one of us is determined to make a difference, to go the extra mile because it is our job, every day, to make our customers’ experiences with Shell. We believe in creating an inclusive culture and work environment where you can thrive, innovate, and develop; but most of all, be yourself.
This role will be part of CO leadership team and responsible of CO transformation journey, whereas 100% trade compliance is crucial.
Accountabilities:
- Lead and manage a team of 10+ Customer Success Specialists (ordering, pricing, master data, contract management, scheduling, billing) for Lubricant (Direct & Indirect & GKA) and Local Marine business.
- Develop and empower staff, recruit talent, communicate performance status to leaders, and manage key business partner relationships.
- Identify and lead process improvement opportunities, ensuring SLAs and KPIs are achieved.
Key Responsibilities:
Pricing:
- Manage pricing activities for Lubricants Direct & Indirect Channel and GKA.
- Oversee pricing activities for Local Marine.
- Handle end-to-end pricing data, including confirming pricing, implementing rebates and chargebacks, investment deals, invoice accuracy, and resolving pricing-related errors and disputes.
- Conduct month-end and year-end closing transactions.
- Manage price increase activities due to MOA principles.
- Execute legal and fiscal requirements, working with local legal focal points for new regulations.
Master Data:
- Manage Customer Setup & Amend activities in GSAP and Sales Force, ensuring data entered is complete and accurate, compliance and data privacy frameworks are met, and customer setup structure aligns with customer requirements and Global MRD direction, Shell Data policy.
- Understand principles behind Data Quality Standards and KPIs linked with Data Quality.
Contract Management:
- Ensure compliance and correctness of contracts.
- Raise red flags, mitigate risks, and provide resolutions to minimize business impact.
- Support all tax queries.
- Ensure all export conditional sales declarations are performed in accordance with compliance requirements.
Order Management:
- Ensure the team places orders on time and correctly.
- Increase Digital Adoption.
- Track CSS daily performance and productivity dashboard.
- Ensure daily operations align with Trade Control requirements.
Scheduling (Marine & Lubes):
- Ensure customer orders are delivered on time and in full (OTIF) as per agreed service levels.
- Ensure operations align with global compliance rules.
- Follow up-to-date compliance checklists.
- Manage relationships with key interfaces such as Customer Operations, Production, Planning, and Warehousing.
Billing (Marine & Lubes):
- Ensure all billing activities are completed on time and accurately.
- Manage customer requests.
- Implement all e-invoice related fiscal and legal changes.
Team:
- Ensure the team acts within strict HSSE, Shell Group Principles, and Diversity/Inclusiveness guidelines, leading by example.
- Drive resolution of complex customer issues through collaborative leadership, liaising with partners from other functions such as Sales, Marketing, Supply Chain & Logistics, and Credit.
- Foster a Continuous Improvement culture within the organization.
- Liaise regularly with business stakeholders to ensure the team has access to all relevant information to perform effectively in their roles.
Requirements:
- Proficiency in English (certified by TOEFL, IELTS, or equivalent).
- Bachelor’s degree in Business Administration, Management, Engineering or a related field (Postgraduate degree is advantageous).
- Minimum 5 years of experience in a team lead role (Experience in the Lubricants sector or in customer operations is beneficial).
- Minimum 2 years of direct experience with ERP systems (e.g., SAP) and CRM tools (e.g., Salesforce).
- Certification in Project Management (e.g., PMP, PRINCE2) is required.
- Proven track record in implementing continuous improvement initiatives (e.g., Lean Six Sigma certification or documented project outcomes).
- Knowledge of compliance standards such as TS-EN-ISO 9001, ISO/TS 16949, TS-EN-ISO 14001, and ISO 27001.
-
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 Shell/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.
