北京招聘

This job sits within the Order to Delivery Journey forming a critical part of the Customer Fulfilment Cycle. The Customer Operations Specialist Order to Cash provides high quality service support to B2B Top KA strategy customers from Order through to payment. Customer Operations Specialist Order to Cash drives proactive communications, value-adding interactions and effective issue resolution, providing best-in-market Customer experience.

Provide high quality of service to key customers through effective communications, value-adding interactions and efficient issue resolution. This role will also be responsible for the Customer Relationship Management and Business Review & Reporting to Sales for GKA accounts.?Collaborate and build relationships/ partnerships with Sales and Functional Leaders across the organization

?Adopts Customer 1st mindset and utilises the Customer Operations Specialists behaviors to deliver an exceptional customer experience

?Identifies opportunities to improve the customer experience

?Handles a range of front line customer enquiries within the agreed processes and ways of working, including:

?Place Order - Place, Amend and Cancel Standard Orders, liaising with other Service Partners in LSC and OTD as required. Applying the appropriate freight charges and surcharges as required. Manage the Blocked Orders process

?Proactively encourage Customers to migrate to Touchless channels wherever possible

?Returned Product - Receive request for return of product, via Customer, Distributor or AM. Liaising as applicable with LSC, Supply, S&T

?Copy Documents - Receive Request for copy documents - Continue to promote use of touchless channels for invoice related Copy Docs.

?Feedback and Issues -Take ownership for the resolution of customer complaints, feedback and compliments, liaising with other Service Partners as required

?New Business - Receive request for information or quotation from potential new mainline Customers and connect them to the appropriate contact within Shell.

?Lubes Delivery Status- Proactively track delivery performance for assigned accounts, take ownership for Delivery Status process, liaising with LSC Service Partners as required, including managing Backorder reports, shortages, trouble shooting and direct liaising and communication with hauliers as required.

?Touchless - Supporting and proactively encourage touchless uptake, e-invoicing, e-serve, system to system, Shell MarketHub utilization.

Collaborate and build relationships/ partnerships with Sales and Functional Leaders across the organization.

Adopts Customer 1st mindset and utilizes the Customer Operations Specialists behaviours to deliver an exceptional customer experience.

Identifies opportunities to improve the customer experience

Establish regular engagements with respective KAM to review/support pipeline management and SPANCOP, key account plans, customer visits and POPSA and prioritize actions according to customer strategy or performance issues.

任职要求：

?Experience in Customer Service in MNC especially for Global Key Accounts is most preferred

-A good basic English skill and good communication in engaging stakeholders

?Experience in Microsoft Office; GSAP/ R3 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

?Demonstrate ability to proactive solve problem, to dig out problem root cause and resolve it with key stakeholders efficiently.

?Understand Shell's Play Book and customer value proposition

?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

作为全球最具创新能力的企业之一， 壳牌致力于开发智慧型能源解决方案，在全球范围内帮助弥合能源供应缺口，建设更加美好的能源未来。从在世界最深的海底进行勘探，到极其先进的处理设施，再到加油站和家用燃气，壳牌的业务涵盖广泛，多种多样——正如同我们提供给你的机会一样。

壳牌在中国的发展轨迹已经超过一个世纪，是目前在中国的***跨国公司之一，壳牌所有的核心业务都已进入了中国，包括上游业务、天然气一体化和新能源业务、下游业务和项目与技术部门。壳牌是中国排名***的国际润滑油生产和销售商，也是向中国提供液化天然气最多的国际能源公司之一。在所有中国运营的国际能源公司中，壳牌拥有***的加油站网络。

作为世界领先的能源和化工公司，壳牌2019年位列《财富》世界500强榜单Top3。同时，壳牌也是《时代》杂志2016年******雇主，2017猎聘年度多元非凡雇主，连续多年荣获前程无忧中国典范雇主百强企业并获得2019员工关爱典范企业，入选2019年Universum全国大学生“中国最具吸引力雇主”Top100榜单；我们在70多个国家和地区拥有超过80000名员工，你将有机会与来自世界各地的杰出人才共事，分享技术专长和观点，收获丰富的经验。

我们坚信打造包容性的文化有助于员工的茁壮成长。今天的人才相比以往任何时候都更加多元化。对于创新、发展和保留人才而言，包容性的工作环境至为关键。壳牌是一个提供公平机会的雇主(Equal Opportunity Employer), 无论地域、性别、种族或身体状况。

人类面临的能源挑战日益严峻，全球能源需求迅猛增长，大有供不应求之势。在今天，从事于能源行业比以往任何时候都更加激动人心。激情满怀，富于创造力，干劲十足的你，是否愿意把创新变为现实，构建能源事业的未来？