To serve Shell Chemicals customers by taking responsibility of commercial relationship management for a defined group of customers and proactively liasing with other functions within Shell Chemicals (Account Management, Supply Chain, etc) to ensure that the full range of services are deployed in line with customer segmentation.

Responsibilities:

• Act as the primary customer contact to process customer orders in an efficient and error free way and deal with any customer queries or complaints. This includes order capture, commitment to orders, resolution of obstacles to commitment (product supply, commercial, transport, HSE and finance), confirmation, progression, order-amendments, invoicing, cash collection, managing complaints, indirect tax and some export related issues.
• Form a well functioning Customer Team together with the Account Executive to manage costs versus service levels whilst achieving the desired level of customer satisfaction
• Actively promote e-Commerce, be fluent in various e-Commerce tools (like Customer Lounge and Elemica) and able to assist customers with queries concerning these tools
• Pro-actively liaise with the Account Executive to ensure credit issues are resolved with support from the credit organisation as appropriate, receivables processes run smoothly and overdue payments are collected effectively without jeopardising customer relationship. The CRC has joint ownership with the Account Executive for the cash collection process.
• Ensure customer master data is kept up to date, both in systems and in files. Make sure that control, legal and fiscal requirements are met and that evidences/authorisations are kept safely and rigorously for audit purpose
• Liaise with Hauliers, Transport Co-ordinators, Supply Co-ordinators and supply points (third party suppliers and depots), to ensure customer orders are fulfilled safely and satisfactorily and problems are resolved efficiently and timely
• Occasionaly manage stock levels at customer sites either as consignment stock or through a Supplier Managed Inventory system in order to optimise customers offtake pattern with the cost of supply

Challenge:

• Build and maintain customer intimacy, mainly by telephone. Provide differentiated services to segmented customers
• Respect for diverse cultures in order to maintain “local touch” for customers served from a customer centre typically outside their country
• Take an active part in contributing to best practice sharing within customer centres; at the same time being a teamplayer and capable of properly organise and develop him-/herself
• Implement/support the Chemicals Standard Offer/Service- Being able to set priorities is essential

• Demonstrated evidence of Enterprise first values and behaviours will be taken into account during the selection process.
• Strongly customer focused and service minded
• Good communicator, both verbally and in writing
• Successful negotiator
• Competent in use of IT systems
• Have proper knowledge of Quality & HSE Management Systems, Incoterms and export regulations, competition law
• Proactive and decisive problem solver with good root cause analysis skills
• Strong team working, relationship building and listening skills, especially in a “virtual team” environment

- High level of ownership, empowerment and discretion to resolve issues and complaints raised by customers in a quick and effective way
- Serving typically 30 customers
- No subordinates

Full Time
Commercial and Retail
Commercial Business to Business (B2B)
Customer Centre & Regional Operations
Customer Centre Manager, Solvents
Working hours and/or holidays may vary slightly according to different national calendars and time differences.