Customer Operations

Shell; Makati; On-site; PHP 391,000 - 614,000; Full time

Job summary

Shell Philippines is seeking a Customer Operations professional to manage the full order lifecycle from placement to delivery, coordinating with logistics and service teams to ensure timely fulfillment.

The role includes handling credit inquiries, resolving disputes, addressing customer feedback, and supporting lubricants service administration, while promoting digital, touchless solutions with customers and IT teams.

Responsibilities

• Manage end-to-end order process including order placement, amendments, scheduling, and delivery coordination with logistics, credit, and service teams to ensure timely fulfillment.
• Provide proactive support on delivery status inquiries, resolve operational issues, manage VMI customer requirements, process product returns, and administer fleet card blocking within service levels.
• Handle credit-related inquiries, manage blocked orders, and coordinate with credit teams to ensure timely resolution of customer concerns.
• Own and manage the end-to-end dispute resolution process for quantity, pricing, tax, and master data issues, including investigation and customer communication.
• Manage customer complaints, feedback, and compliments with stakeholders to ensure timely resolution and communication.
• Provide basic guidance on lubricant analysis services and systems, escalate technical inquiries when required, and support equipment registration and oil sample submissions.
• Promote and support adoption of touchless solutions, provide first-level assistance for system interface issues, and lead system-to-system integration with customers.

Job description

Job Description:

What’s The Role

Performs assigned tasks within established guidelines, applying sound judgment where appropriate, responding to standard and moderately complex queries, supporting process improvements within the assigned area, and operating in a structured and standardized work environment.

What You’ll Be Doing

• Customer Operations & Order Management- manage the end-to-end order process, including order placement, amendments, scheduling, and delivery coordination, while collaborating with logistics, credit, and service teams to ensure timely and accurate fulfillment. Provide proactive support on delivery status inquiries, resolve operational issues, manage VMI customer requirements, process product returns, and administer commercial fleet card blocking within agreed service levels.
• Credit Management- deliver a positive customer experience by handling credit-related inquiries, managing blocked orders, and coordinating closely with credit teams to ensure timely resolution of customer concerns.
• Dispute Management-own and manage the end-to-end dispute resolution process for quantity, pricing, tax, and master data issues, including investigation, root cause analysis, stakeholder coordination, resolution tracking, and customer communication through to case closure.
• Feedback & Issue Resolution-manage customer complaints, feedback, and compliments, working closely with relevant stakeholders and service partners to ensure effective resolution and timely communication with customers.
• Lubricants Service Administration-provide customers with basic guidance on lubricant analysis services and systems, escalating technical inquiries when required, and supporting customers in the registration of equipment and oil sample submissions.
• Digital & Touchless Solutions Support- Promote and support the adoption of touchless solutions, provide first-level assistance for system interface issues, and lead system-to-system integration activities with customers, working closely with customer IT teams and internal stakeholders to ensure successful implementation and issue resolution.

Requirements: