Customer Ops Specialist - Order to Cash

About Shell

Shell is the petroleum retail market leader in Malaysia, having more than 950 stations nationwide, catering to one-third of Peninsular Malaysia and half of Sabah and Sarawak's market requirements, and is the largest natural gas producer in Malaysia, catering to more than 40 countries worldwide.

Shell Business Operations (SBO) is a chain of operational centers that form an integral part of Royal Dutch Shell. Shell Business Operations (SBO) influences business development for Shell globally, enabling the work of 93,000 employees in over 70 countries across the world.

Shell Business Operations (SBO) Kuala Lumpur is focused on driving excellent corporate performance in Contracting and Procurement, Creative Solutions, Customer Operations, Finance Operations, Human Resources, Information Technology, Legal Operations, Retail Centre of Excellence, Supply Chain, Technical Asset Operation and Upstream Transformation. Shell Business Operations (SBO) Kuala Lumpur enables Shell to operate in a global-competitive and ever-changing business environment.

Your role

About Customer Operations

Customer Operations is the umbrella organization for the Downstream customer-related processes, which encompasses the entire chain of customer-facing activities. They partner with more than a dozen Downstream businesses and functions, including Lubricants, Marine, Aviation, Specialty, Retail, Fleet Solutions, Trading & Supply, Finance Operations, and Credit.

Purpose

Customer Operations make a huge impact on Shell customers’ experience and its businesses’ performance through their interactions. This job plays a critical role in delivering for the customer, so Shell customers choose Shell more often and in preference to its competitors, and ultimately generating higher returns for Shell.

The COS Order to Cash supports Shell customers’ daily operations, delivering all relevant services to the customer from product ordering to collection of cash.  The COS Order to Cash owns the ordering, delivery, invoicing, and cash collection process. This role makes sure Customers find it easy to do business with Shell by providing a best-in-market Customer experience.

Overview:

This role may focus on some or all the accountabilities below, depending on operational requirements. These activities cover all Customer levels including Key Accounts and Platinum Customers.

Accountabilities

Order Management:

• Place and amend orders, liaising with fuels & lubricants supply chain & credit service partners as required.
• Manage the delivery of orders – take ownership of delivery status inquiries and trouble-shooting; proactively track and update Business Partners as required
• Handle and resolve all queries from Customers
• Schedule standard and non-standard orders
• Process Returned Product

Credit Management:

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

General Inquiries:

• Handle New Business - Receive requests for information or quotation from potential new Customers and connect them to the appropriate contact within Shell

Dispute Management:

• Own the end-to-end Disputes process, which includes logging disputes, undertaking initial investigation and root cause analysis, and liaising with key interfaces to resolve disputes. Close the loop with the Customer on the case outcome and confirm the closure of the 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.
• Manage and monitor Retailer/Distributor/Reseller complaints through to resolution.
• Ensure ordering issues are visible and managed in accordance with the service level agreement

Online Services Support and Setup:

• Support and proactively encourage uptake and utilization of online services
• Act as first-level support for system interface errors
• Assist in online services setup for system-to-system setup with existing Customers.
• Work with Customer IT teams to resolve issues and manage internal processes.

Training, development & rotations

Every step of the way, Shell supports you through a combination of structured training, informal on-the-job learning, regular check-ins, and inspiring mentors.

Whether you’re experiencing different areas of business or different major projects, you’ll always have opportunities to develop and grow. Above all, Shell helps you build rock-solid foundations for a challenging and exciting career.

At the outset, you will be assigned a senior supervisor to help guide your progression through Shell’s Commercial Business division. They will agree to a planned course of action with you and provide all the means necessary to achieve your career goals.

You will have the opportunity to sample two or three rotations, each offering a broad range of challenging responsibilities.

Salary & benefits

The average salary for this role ranges from MYR 42,000 to MYR 44,000 per year in Malaysia. ( Source : GlassDoor )

• Health Insurance.
• Comprehensive financial rewards and benefits 
• The social network
• Prepaid Legal.
• Long-term Disability Insurance.
• Accidental Death & Dismemberment Insurance.
• Temporary Disability Insurance.

Career progression

Shell, is committed to fostering an inclusive culture and creating opportunities for diverse employees to thrive at work every day. You’ll have access to the resource system, which lists most jobs within Shell. With every opportunity to move up in the talent pipeline, you’ll get help to manage your career and develop your skills. Depending on your location and role, you may get the chance to participate in overseas learning programs, as well as short and long-term international assignments. Move between roles in different parts of the business and have the opportunity to grow and nurture your expertise.

Work-life balance

Monday to Thursday you will have to work full pace. Fridays are a different matter of enjoying quality time. It’s a working pattern no one would be surprised to see  Shell is rated 4.4 out of 5, based on 1.2k reviews by employees on Ambition Box.

Culture & Vibe

The company culture fosters indecisive and incompetent leadership. Shell Malaysia is one of the first employers in Malaysia to implement diversity and inclusion (D&I), and today, Shell continues to promote D&I integration into operations and culture. The levers they use to progress and embed D&I include communication, education, recruitment, development and mentoring, and building a supportive and inclusive work environment. Shell openly share policies and implementation approach with other employers in Malaysia to help advance the D&I agenda.

About you

Requirement:

• Minimum Bachelor's degree (CGPA 3.0 and above) in any field of study
• Possess strong leadership and teamwork-based experience
• Fresh graduates with less than 1 year of working experience
• Strong proficiency (Read/Write/Speak) in Bahasa Indonesia and English

How to apply

To apply for the job just click the Apply on employer site button below and submit your resume and credentials. You’ll be asked for your personal information. Shell recommends you apply as soon as possible,