东莞招聘

职责描述：

- Collaborate and build relationships/ partnerships with Sales and Functional Leaders across the organisation

- Adopts Customer 1st mindset and utilises the Customer Operations Specialists behaviours 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 Partners in Specialties Operations & Supply 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 Supply & Operations

- Copy Documents - Receive Request for copy documents , and 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.

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

- Primary contact point for the hauliers/drivers/plant to advise stakeholders of necessary amendments to plan

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

- Pricing – Accountable for end to end pricing data management including setting up formal price , confirming pricing, managing price increases/amendments, implementing rebates, administrating Jupiter and the resolution of pricing related errors.

- Customer Setup and Amend – Responsible for setup and amending of customer master data for all customers including meeting respective SLA, data quality and communicating changes internally and to customers.

- Disputes – Own the end to end Disputes process for Quantity, pricing and Master Data disputes including logging of dispute, undertaking route cause analysis, liaising with key interfaces to resolve disputes, and feeding back outcome to the customer

-- Data Integrity Management – Maintaining of Master Data Integrity. Review DQS reports, correct any data errors and tracking performance against SLA .

任职要求：

微信分享