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
Other Skills & Experience:
- Bachelor's degree required (Business related major) or equivalent experience
- Previous experience in Customer service or operations
- Experience in Microsoft Office with experience in using social media platforms including twitter/Facebook
- 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 with Live Chat and social media platforms
- 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
