Customer Success Specialist – OTC

What's The Role
Customer Operations is the umbrella organization for the Downstream customer-related processes, which encompasses the entire chain of customer-facing activities. We partner with more than a dozen Downstream businesses and functions, including Lubricants, Marine, Aviation, Specialties, Retail, Fleet Solutions, Trading & Supply, Finance Operations and Credit.

Customer Operations make a huge impact on our customer's experience and our businesses' performance through our interactions. This job plays a critical role in delivering for the customer, so our customers choose Shell more often and in preference to our competitors, and ultimately generating higher returns for Shell.

The COS Order to Cash supports our customer's daily operations, delivering all relevant services to the customer from product ordering till collection of cash. The COS Order to Cash owns ordering, delivery, invoicing and cash collection process. This role makes sure Customers find it easy to do business with Shell by providing a best-in-market Customer experience.

What You Will Be Doing
This role may involve some or all the responsibilities listed below, depending on operational needs. The businesses supported include, but are not limited to, Global Commercial, Commercial Fleet, and Retail sectors. The role encompasses servicing all customer tiers, including Key Accounts and Platinum Customers, with a primary focus on managing inbound calls, emails, and chat.

• Place and amend orders, liaising with fuels & lubricants supply chain & credit service partners as required.
• Manage delivery of orders – take ownership of delivery status enquiries and troubleshooting; proactively track and update Business Partners as required
• Handle and resolve all queries from Customers.
• Schedule standard and non-standard orders
• Process Returned Product
• Block Order Management – Monitor open orders, review order status and action blocked orders.
• Handle basic Customer credit enquiries on cash allocation and debt collection, including direct debit rejections, allocations, refund/write-off/write on management, Cash, and non-cash security handling.
• Own the end-to-end Disputes process, which includes logging of dispute, undertaking initial investigation and root cause analysis, liaising with key interfaces to resolve disputes. Close the loop with Customer on case outcome and confirm closure of case.
• Manage Customer complaints, feedback, and compliments. Liaise with resolution owners, and other Service Partners as required. Close the loop with customers.
• Manage and monitor Retailer/Distributor/Reseller complaints through to resolution.
• Ensure ordering issues are visible and managed in accordance to service level agreement.
• Support and proactively encourage uptake and utilisation of online services.
• Act as first level support for system interface errors.
• Assist in online services setup for system-to-system setup with existing Customers.
• Work with Customer IT teams to resolve issues and manage internal processes.
• Build strong relationship and deliver effective e2e analysis with Leadership/all key stakeholders.
• Drive Continuous Improvement Culture, identify, align and implement improvement initiatives with all key stakeholders.

What You Bring

• Ideal candidates are fresh graduates passionate about customer service or customer experience or with less than 2 years of working experience
• Any Bachelor's Degree or equivalent
• Proficient in Hindi and English language is mandatory
• Can join immediately

What We Offer
You bring your skills and experience to Shell and in return you work with talented, committed people on one of the most important challenges facing our planet. You'll have the opportunity to develop the skills you need to grow in an environment where we value honesty, integrity, and respect for one another. You'll be able to balance your priorities as you become the best version of yourself.

• Progress as a person as we work on the energy transition together.
• Continuously grow the transferable skills you need to get ahead.
• Work at the forefront of technology, trends, and practices.
• Collaborate with experienced colleagues with unique expertise.
• Achieve your balance in a values-led culture that encourages you to be the best version of yourself.
• Join an organisation working to become one of the most diverse and inclusive in the world. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply.
• Grow as you progress through diverse career opportunities in national and
• international teams.
• Gain access to a wide range of training and development programmes.

An Inclusive & Progressive Place to Work

• To power progress together, we need to attract and develop the brightest minds and make sure every voice is heard. Here are just some of the ways we're nurturing an inclusive environment – one where you can express your ideas, extend your skills, and reach your potential.
• We're creating a space where people with disabilities can excel through transparent recruitment process, workplace adjustments and ongoing support in their roles. Feel free to let us know about your circumstances when you apply, and we'll take it from there.
• We're closing the gender gap – whether that's through action on equal pay or by enabling more women to reach senior roles in engineering and technology.
• We're striving to be a pioneer of an inclusive and diverse workplace, promoting equality for employees regardless of sexual orientation or gender identity.

Shell in India
Shell is a diversified energy company in India with 13,000 employees, and presence in Integrated Gas, Downstream, Power, Renewable and Upstream. Additionally, we have deep capabilities in R&D, digitalisation, and business operations.

Our global strategy, Powering Progress, is designed to generate value for our shareholders, customers, and the wider society, and focuses on creating more value with less emissions. The strategy supports our purpose of providing more and cleaner energy solutions, with the aim of profitably transforming Shell into a net-zero emissions energy business by 2050. As India moves towards its target of net-zero emissions by 2070, Shell India aims to play a leading role in securing vital energy for today, while investing in, and helping to build, the energy system of the future through strategic investments in the country.

Our Lubricants business serves over 50,000 consumers through a strong network of over 200 distributors, and operates an end-to-end value chain that spans conceptualization, development, and production at a world-class blending plant at Taloja. Through our 350-plus retail stations, we offer an integrated mobility experience including fuels, cafes, and convenience stores, with a prominent network of EV recharging facilities.

Shell owns and operates a LNG re-gasification terminal at Hazira, Surat, with a capacity of 5 MTPA and a LNG truck-loading unit that plays a crucial role in helping meet India's growing demand for gas across sectors. In 2022, Shell acquired Sprng Energy in a $1.55 billion deal to build an integrated energy transition business in the country. Sprng is a leading renewable energy company in India which develops and manages solar, wind, and hybrid power generation facilities and infrastructure.

Our three capability centres across Bangalore and Chennai serve as a technology and innovation powerhouse for Shell globally, working as a delivery engine for core technical, digital, and finance processes: pioneering digital innovation and cutting-edge technologies across the energy sector. We also have strong academic partnerships and collaborations with leading universities and technology institutes to accelerate decarbonization efforts within the energy sector.

We are committed to positively contributing to the communities in which we operate through programmes on STEM Education, Skilling, and Livelihood across India. We nurture and invest in startups developing initiatives focused on accelerating energy innovation through programs such as Shell E4 and Shell Eco-marathon. We also have strategic investments in new energy companies such as Husk Power, d.light, Orb Energy, and Cleantech Solar.