Royal Dutch Shell plc, commonly known as Shell, is an Anglo-Dutch multinational oil and gas company headquartered in The Hague, Netherlands and incorporated in the United Kingdom as a public limited company.
Customer Ops Specialist-Deal Management
Work with Account Managers to provide pre-offer, offer and contract management support for standard contract set up and maintenance, in compliance with the Play Book
Ensure contracts are signed and stored in line with local country requirements
Review contract performance as part of SCM process
Own contract documentation archiving
Set up and maintain end to end pricing data, including confirming pricing, managing price increases and changes, implementing rebates and charge backs, investment deals, invoice accuracy, and resolving pricing related errors and disputes (also covers Distributor DFOA Customers)
Provide “One Team” support for Sales in owning and resolving all Deal Making issue resolution. Work to uncover issue root cause of issues and implement sustainable fixes
Act as resolution owner of Customer complaints. Feedback outcomes to COS Order to Cash colleagues who will communicate with customers
Master Data Set Up & Amend:
Maintain Sales Hierarchy, contract registers and banding adherence
Set up and amend Customer master data
Act as Resolution Owner for Master Data Disputes. Liaise with key interface, business partners and/or Customers to resolve them and perform invoice adjustment (in consultation with line manager and within the authorisations as applicable)
Process manual vouchers received from Retailers during offline card transactions
Product Lifecycle Data Management: maintain inclusions, exclusions and listings of products in support of PLM and Customer specific requirements
Data Integrity Management:
Maintain master data integrity. Review DQS reports, correct any data errors and track performance against SLA
Act as a touchless setup lead in system-to-system setup with new Customers (BCI, EID, OCR, EDI). Work with Customer IT teams to resolve issues and manage internal processes.
Previous experience in Customer Service, Knowledge in SAP CRM is a plus.