Customer Success Specialist

What’s The Role

This job forms part of the Order to Delivery Journey and provides high quality frontline Customer facing service to support International Aviation Americas customers. The Customer Success Specialist needs to project a professional company image by providing the best Customer experience through phone interaction and emails to customers. The Customer Success Specialist delivers effective communications, value-adding interactions and efficient issue resolution.

Principle Accountabilities

What you’ll be doing

Key business serviced is Aviation. These activities cover all customer levels including Key Accounts and Platinum Customers. The broad accountability of this role is to take ownership, drive accountability, and demonstrate and communicate improvements for our customer journey. This means being a single focal point for our customer, as well as caring for our customers.

The CSS is accountable for a certain customer portfolio (mirroring one or more AM portfolios) to drive accountability/ ownership for this portfolio. This is a key enabler to drive best-in-class CX and to ensure maximum customer-centricity.

This role may focus on some or all the accountabilities below, depending on the respective businesses size and complexity :

Deal Management

Bid and Tender

Contract Management

Pricing

Master Data Set-up and Amend

Data Integrity Management

Enforcing company’s policy and contracts

Ensuring compliance (Data privacy, trade compliance, SDS, etc)

Troubleshooting

Order to Cash

Order Management

Touchless Support and Set-up

Dispute Management

General Inquiries and Feedback

Meeting and/or managing customer’s expectations

Building strong relationships and creating partners (customers) for life

Getting as much information and notes as necessary to understand customer’s issues and to drive resolution and improvements

What You Bring

Qualifications:

Job Knowledge, Skills & Experience:

Language:

• Customer Language Proficiency (at least 1 if multiple language business) – C1
• English Language Proficiency – B2
  
  

• Bachelors degree required (Business related major) or equivalent experience
• Previous experience in Customer service or operations
• Experience in Microsoft Office
• Possess a strong Customer service ethic and ability to understand, meet and champion the Customer’s needs, while staying within the policies and procedures
• Able to act as a Shell Brand Ambassador in a ‘voice of Shell’ role
• Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities
• Able to demonstrate resilience and patience, especially when interacting with challenging Customers
• Able to demonstrate interchangeable communication skills, by communicating effectively in writing, by phone, or by live chat and social media channels professionally, accurately, and quickly
• Able to demonstrate a continuous improvement mind-set