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Customer Operations Specialist - Deal Making

Customer Operations Specialist - Deal Making

Customer Operations Specialist - Deal Making

Customer Operations Specialist - Deal Making

Customer Operations Specialist - Deal Making

Job Description

Job Purpose: 

This job sits within the Deal Management Journey forming a critical part of the Customer Fulfilment Cycle.  The job supports delivery of a Customer Value Proposition that sets Shell apart from its competitors.  The COS Deal Management supports Account Managers in on-boarding Customers to Shell and delivering all relevant changes to the customer agreement throughout the contract life-cycle.  The COS Deal Management owns pricing and the contract set up, amendment and management process.  
This role makes sure Customers find it easy to do business with Shell by providing a best-in-market Customer experience.

Principal Account abilities:

This role may focus on some or all of the account-abilities below, depending on operational requirements.  Businesses serviced include but are not limited to: Global Commercial, Commercial Fleet and Retail.  These activities cover all Customer levels including Key Accounts and Platinum Customers.

Contract Management:

Work with Account Managers to provide pre-offer, offer and contract management support for standard and non-standard contract set up and maintenance, in compliance with the Offer Book
Execute contract legal and fiscal requirements, working with local legal focal
Follow-up directly with customers on missing contract documentation
Ensure contracts are signed and stored in line with local country requirements
Review contract performance as part of SCM process
Own contract documentation archiving and termination of customer contracts
Support preparing for tender bids


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)
Trouble Shooting:
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

Touchless Setup:

Act as a touchless setup lead in system-to-system setup with new Customers.  Work with Customer IT teams to resolve issues and manage internal processes.


Job Knowledge, Skills & Experience: 
Bachelor degree preferred (Business related major) or equivalent experience
Previous experience in Customer service or operations
Experience in Microsoft Office; GSAP/ H3 experience preferred
Possess a strong Customer service ethic and ability to understand, meet and champion the Customer’s needs, while staying within the policies and procedures of Shell
Understand Shell’s Play Book and customer value proposition
Able to demonstrate a continuous improvement mind-set
Demonstrated communication and relationship building skills
Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities

Company Description

At Shell Egypt, we believe that people are our greatest asset. You will see that our commitment to your career reflects our drive to innovate on many levels. We are committed to supply the world’s need for energy in socially and environmentally responsible ways and our commitment to diversity will always be of paramount importance. Shell began operations in Egypt in 1911 and has been a steady presence and employer ever since. In addition, our social investment and development programmers attest to our commitment to make a difference for Egypt’s youth. Shell Egypt runs workshop-based sessions aimed at delivering today's practical business skills to students through lectures and training conducted by experienced Shell hires, such as the “Step Towards Progress” (STP) at Cairo University; the “Annual Conference for Engineering Students” (ACES) & the “Give and Gain” programme at Ain Shams University, the “Real Life Project” at the American University of Cairo and the “Al Amal Programme” (Hope Programme).

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