Customer Success Specialist - OTC

Job Purpose:

This role is part of the Order to Cash – US Mobility team and plays a vital role in the Customer Journey Cycle. The Customer Success Specialist Super User delivers high-standard frontline support to existing Shell customers (Channel Partners) and fellow Customer Success Specialists. This position is responsible for driving proactive communication, delivering value-added interactions, and ensuring efficient issue resolution—ultimately contributing to a best-in-class customer experience, both individually and across the team.

Principal Accountabilities:

Depending on operational needs, this role may encompass some or all of the responsibilities outlined below. The scope of support includes, but is not limited to, Global Commercial, Commercial Fleet, and Retail businesses. These activities span all customer segments, including Key Accounts and Platinum Customers.

Dispute Management:

• Take ownership of customer requests managing disputes on Quantity, Pricing, Tax, and Master Data.
• Logging of Disputes
• Acquisition or pertinent information related to the dispute
• Communication on acknowledgment, update, and closing the loop
• Liaising the dispute/information to resolution owners and stakeholders
  

• Manage the customer experience by performing identified tasks (i.e. credit status inquiries, blocked order management) within prescribed timeframes, in close collaboration with various stakeholders and/or organizations.
  
  

• Manage Customer complaints feedback and compliments. Liaise with resolution owners and other Service Partners as required. Close the loop with customers
  
  

• Support and proactively encourage touchless uptake and utilization
• Act as first-level support for system interface errors
• Act as a touchless setup lead in system-to-system setup with existing Customers (BCI, EID, OCR, EDI). Work with Customer IT teams to resolve issues and manage internal processes.
  
  

• Support customer requests in compliance with all data privacy guidelines that apply to the customer’s location. (Ea; CCPA, GDPR, etc..)
• Subject Access Request
• Right of Erasure / Right to be Forgotten
• Data Portability
• Request for Correction
• Right to Opt-Out of Marketing communications
• Right to Raise Complaints
  

• Handle New Business - Receive requests for information or quotation from potential new customers and connect them to the appropriate contact within Shell
  
  

• Data Collection & Cleaning – Gathering data from various sources and preparing it for analysis by handling missing values, duplicates, and inconsistencies.
• Data Wrangling – Transforming raw data into a usable format through reshaping, merging, and filtering.
• Statistical Analysis – Applying statistical methods to identify trends, correlations, and patterns.
• Data Visualization – Creating charts, dashboards, and reports using tools like Power BI, Tableau, or matplotlib/seaborn.
• Excel Expertise – Using advanced Excel functions, pivot tables, and data models for analysis.