Location
Karachi, SIND, Pakistan, Pakistan
Posted on
Jan 06, 2021
Profile
, Pakistan
Job Family Group:
Commercial and Retail
Worker Type:
Regular
Posting Start Date:
January 6, 2021
Business unit:
Downstream
Experience Level:
Experienced Professionals
Job Description:
Job Purpose:
This job sits within the Deal Management Journey forming a critical part of the Customer Fulfilment Cycle. The job supports delivery of a Customer Value Proposition that sets Shell apart from its competitors. The Customer Operations Specialist- Deal Management (COS-DM) supports Account Managers in on-boarding Customers to Shell and delivering all relevant changes to the customer agreement throughout the contract life-cycle. The COS Deal Management owns pricing and the contract set up, amendment and management process. This role makes sure Customers find it easy to do business with Shell by providing a best-in-market
Customer experience.
Principal Accountabilities:
This role may focus on some or all of the accountabilities below, depending on operational requirements. Businesses services include Lubricants. These activities cover all Customer levels including Key Accounts and Platinum Customers.
Contract Management:
Work with Account Managers to provide pre-offer, offer and contract management support for standard and non-standard contract set up and maintenance, in compliance with the Sales Contract Management (SCM) Manual
Execute contract legal and fiscal requirements, working with local legal focal
Follow-up directly with customers on missing contract documentation.
Ensure contracts are signed and stored in line with local country requirements
Review contract performance as part of SCM process.
Own contract documentation archiving and termination of customer contracts
Support preparing for tender bids
Pricing:
Set up and maintain end to end pricing data, including confirming pricing, managing price increases and changes, implementing rebates and charge backs, investment deals, invoice accuracy, and resolving pricing related errors and disputes.
Administrator for online pricing tool and help Account Managers in day to day challenges.
Trouble Shooting:
Provide “One Team” support for Sales in owning and resolving all Deal Making issue resolution. Work to uncover issue root cause of issues and implement sustainable fixes
Act as resolution owner of Customer complaints. Feedback outcomes to COS Order to Cash colleagues who will communicate with customers
Master Data Setup & Amend:
Maintain Sales Hierarchy, contract registers and banding adherence
Set up and amend Customer master data
Act as Resolution Owner for Master Data Disputes. Liaise with key interface, business partners and/or Customers to resolve them and perform invoice adjustment (in consultation with line manager and within the authorizations as applicable)
Product Lifecycle Data Management: maintain inclusions, exclusions and listings of products in support of Product Lifecycle Manager and Customer specific requirements
Data Integrity Management:
Maintain master data integrity. Review Data Quality Standard reports, correct any data errors and track performance against Service Level Agreement
Touchless tools uptake:
Act as a touchless setup lead in system-to-system setup with new Customers (Shell MarketHub). Work with Customer IT teams to resolve issues and manage internal processes
Additional Job Requirements:
Bachelor degree preferred (Business related major) or equivalent experience.
Previous experience in Customer Service or operations.
Experience in Microsoft Office; GSAP 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.
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
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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.
According to the United Nations, the global population could increase to more than 10 billion people. A key role for society – and for Shell – is to find ways to meet the growing demand for energy, with less carbon emissions. We need people who dare to think differently – to take part in developing tomorrow’s energy solutions today.
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