End-to-End Customer Operations & Order Management

Oman Shell; Philippines; On-site; PHP 350,000 - 550,000; Full time

Job summary

Oman Shell in the Philippines is seeking a Customer Operations specialist to manage the full order lifecycle, including placement, amendments, and delivery coordination with cross-functional teams. You will support delivery status inquiries, resolve operational issues, handle VMI requirements, and process returns with emphasis on service levels and customer satisfaction.

Additionally, you will handle credit inquiries, manage blocked orders, and drive end-to-end dispute resolution while

Qualifications

• Experience in customer operations and order management is preferred.

Responsibilities

• End-to-end order process management including order placement, amendments, scheduling, and delivery coordination with logistics, credit, and service teams.
• Provide proactive delivery status inquiries support, resolve operational issues, manage VMI customer requirements, process product returns, and administer fleet card blocking within service levels.
• Handle credit inquiries, manage blocked orders, and coordinate with credit teams for timely resolution of customer concerns to deliver a positive customer experience.
• Own and manage end-to-end dispute resolution for quantity, pricing, tax, and master data issues, including investigation, root cause analysis, stakeholder coordination, resolution tracking, and customer communication to closure.
• Manage customer complaints, feedback, and compliments, coordinating with stakeholders and partners for effective resolution and timely communication.
• Provide basic guidance on lubricant analysis services and systems, escalate technical inquiries, and assist customers in equipment registration and oil sample submissions.
• Promote and support touchless solutions, provide first-level help for system interface issues, and lead system-to-system integration with customers and their IT teams.

Job description

Oman Shell in the Philippines is seeking a Customer Operations specialist to manage the full order lifecycle, including placement, amendments, and delivery coordination with cross-functional teams. You will support delivery status inquiries, resolve operational issues, handle VMI requirements, and process returns with emphasis on service levels and customer satisfaction.

Additionally, you will handle credit inquiries, manage blocked orders, and drive end-to-end dispute resolution while