北京招聘

Location: Beijing, Beijing, China

Responsibilities:


Own customers complaints resolution for Shell North East Asia lubricants supply chain,via working with Customer Service Centers to deal with customer complaint cases by coordinating among the different functions of Lubes Supply Chain and Sales in order to ensure speedier and improved customer service level and satisfaction,and to reduce Lube Supply Chain defects and complaints year on year.
The role will also initiate and support Supply Chain LEAN and Six sigma Analyst to design,lead,and implement initiatives/ projects to improve Customer Complaint handling in collaboration with various functions including Production Management,Operations,Planning,GKA,OTC,Sales,etc.
Review and improve the Customer Complaint handling process with stakeholders in LSC,PM,Sales,and OTC on quarterly basis with an external view

Reduce customer complaints by 50% year on year

Ensure no repeated errors

Manage Customer Complaints Handling Process in collaboration with LSC functional Focal Points/ Root Cause Owners to:
- accept complaint cases from CSCs,and then distinguish from complaint/feedback/inquiries for various actions.
- coordinate Root Cause Owners in LSC to exercise effective investigation on customers’ complaint cases on daily basis.
- Support,track and chase with LSC functional focal points on customers’ complaint resolution within defined SLA.
- agree with his/her supervisor to escalate serious cases to leadership team for sustainable improvements if needed.
- apply effective multi-stage communication with sales/customers from understanding the complaints to responding the resolutions on time.
- meet customer complaints resolution rate to defined SLA so as to meet/improve customers’ satisfactions.
- minimize any repeated error by supporting root cause owner to implement preventive measure
- publish customer complaints statistics and Root Cause Analysis (RCA) monthly
- establish a simple and user friendly data repository for RCA
- prepare all the complaint related material,and other report per requests
Improving customers’ satisfaction in complaints and reducing customers’ complaints in particular related to those quality incidents affecting customers are the key area of improvements.

This role is to ensure the Customer Complaint Handling Process executed by various parties per defined SLA on daily basis,as well as communicating effectively and efficiently to both Sales and Customers. Experience and skills in communications are critical.
This role has to significantly strengthen the current Root Cause Analysis with scientific and analytical mindset. Logic and attention to details is crucial.
This role is to ensure the Customer Complaint Handling Process executed by various parties per defined SLA on daily basis,as well as communicating effectively and efficiently to both Sales and Customers. Experience and skills in communications are critical.
Deliver through network without line resp.

Requirements:


Specify the educational background, qualification(s) and experience which would typically be required to perform your job fully and effectively

Job Knowledge Requirements
This job requires a graduate degree, preferably in Supply Chain Management or English.
Experience in supporting operations, planning in LSC is required. Working experience in Customer Services is preferred.
Fluency in spoken and written Mandarin and English is essential, being able to communicate in Cantonese is a plus.
Exceptional EQ, positive attitude, excellent logic and data analysis capability are critical attributes whilst good communication, coordination, use of MS Office and presentation skills are required
Quick learner, good innovator, team cooperator.
Job Competence Requirements
Competence Level

Demonstrated evidence of Enterprise first values and
behaviors will be taken into account during the
selection process. Knowledge

Supply Chain management discipline Knowledge
Displays Interpersonal Effectiveness Skill
Analysis and Problem Solving Skill
Uses computer and communications systems Skill
Integrating Customer Requirements Knowledge
Technical Expertise of elements of the CVP (product, pack and/or delivery service) Knowledge
Facility Operations (jet./tank/blend/fill/grease) Awareness
Facility Operations (warehouse, stock) Awareness
Managing Supply Chain Performance Knowledge
Inventory and Capacity Management Awareness
Champions Customer and Stakeholder Focus Awareness
Team working Skill
Manages knowledge and information Knowledge
Project Management Knowledge

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