Customer Success Specialist
2 weeks ago
**The Role**:
**Job Purpose**:
This job sits within the Customer Operation Journey forming a critical part of the Customer Fulfilment Cycle. The Customer Success Specialist provides high quality frontline support to existing Shell Customers from Order to payment. Customer Operations Specialist drives proactive communications, value-adding interactions, and effective issue resolution, providing best-in-market Customer experience. Customer Value Proposition that sets Shell apart from its competitors. And supports Account Managers in on-boarding Customers to Shell and delivering all relevant changes to the customer agreement throughout the contract life cycle. The CSS pricing and the contract set up, amendment and management process.
**Principal Accountabilities**:
This role may focus on some or all the accountabilities below, depending on operational requirements. Businesses serviced include but are not limited to: Global Commercial, these activities cover all Customer levels including Key Accounts and Platinum Customers.
**Order Management**:
- Place, amend and orders, liaising with other service partners in LSC, OTD & Credit as required.
- Provide change information of planned shipments to schedulers and scheduling admin team, particularly to VMI Customers.
- Manage Delivery Status - take ownership of delivery status enquiries and troubleshooting; proactively tracking and Business Partners as required.
- Delivery Schedule Support Service - proactively call out to Customer, to manage Delivery issues
- Schedule standard and non-standard orders (packed product).
- Process Returned Product.
**Credit Management**:
- Debt Collection & Cash Allocation - Administer debt collection, including direct debit rejections, allocations, refund/write-off/write on management, Cash and non-cash security handling.
- Block Order Management - Monitor open orders, review order status and action blocked orders.
- Handle basic Customer credit enquiries.
**Dispute Management**:
- Own the end-to-end Disputes process for Quantity, Pricing, Tax and Master Data Disputes. This includes logging of dispute, undertaking initial investigation and root cause analysis, liaising with key interfaces to resolve disputes. Close the loop with Customer on case outcome and confirm closure of case.
**Feedback and Issues**:
- Manage Customer complaints feedback and compliments. Liaise with resolution owners, and other Service Partners as required. Close the loop with customers.
**Lubricant Service Administration**:
Provide basic Customer advice about the scope of the Lubes Analyst Play Book, escalate any consultative advice to Technical Helpdesk. Coach Customers on how to use the Shell Lubes Analyst systems when recording new machines and oil samples
**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 focals.
- 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.
- Securing 100% Compliance.
**Pricing**:
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 authorizations 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
**Manage elements of the DFOA process**:
Manage and monitor Customer & Distributor complaints mailbox through to resolution.
Ensure DFOA related ordering issues are visible and managed in accordance to service level agreement
**Touchless Support and Setup**:
- Support and proactively encourage touchless uptake and utilization
- Act as first le
-
Portuguese Customer Success Specialist
4 weeks ago
مصر, Egypt PK Global Full timeJob Title: Portuguese Customer Success Specialist **Job Description**: The Customer Success Specialist supports an existing customer base to cultivate and build strong customer relationships over the customer lifecycle while ensuring customer satisfaction and engagement. This role is responsible for developing an excellent level of product or service...
-
Customer Success Specialist
4 weeks ago
مصر, Egypt PK Global Full timeJob Title: Customer Success Specialist - German **Job Description**: The Customer Success Specialist supports an existing customer base with a moderate level of complexity to cultivate and build strong customer relationships over the customer lifecycle, while ensuring customer satisfaction and engagement. Responsible for developing an excellent level...
-
Customer Success Specialist
4 weeks ago
مصر, Egypt PK Global Full timeJob Title: Customer Success Specialist - French **Job Description**: **Job Purpose** The Customer Success Specialist supports an existing customer base with a moderate level of complexity to cultivate and build strong customer relationships over the customer lifecycle, while ensuring customer satisfaction and engagement. Responsible for developing an...
-
Customer Success Specialist
4 weeks ago
مصر, Egypt Shell Full timeJob Purpose This job sits within the Customer Operation Journey forming a critical part of the Customer Fulfilment Cycle. The Customer Success Specialist provides high quality frontline support to existing Shell Customers from Order to payment. Customer Operations Specialist drives proactive communications, value-adding interactions, and effective issue...
-
Associate Customer Success Specialist
4 weeks ago
مصر, Egypt Webhelp Full time**Other** **Location** - Giza, Egypt*** Job Title: Associate Customer Success specialist - French **Job Description**: The Associate Customer Success Specialist supports an existing customer base with a low to moderate level of complexity to cultivate and build strong customer relationships over the customer lifecycle, while ensuring customer satisfaction...
-
Associate Customer Success Specialist
4 weeks ago
مصر, Egypt PK Global Full timeJob Title: Associate Customer Success Specialist - German **Job Description**: **Job Purpose** The Associate Customer Success Specialist supports an existing customer base with a low to moderate level of complexity to cultivate and build strong customer relationships over the customer lifecycle, while ensuring customer satisfaction and engagement....
-
Associate Customer Success Specialist
4 weeks ago
مصر, Egypt PK Global Full timeJob Title: Associate Customer Success specialist - French **Job Description**: The Associate Customer Success Specialist supports an existing customer base with a low to moderate level of complexity to cultivate and build strong customer relationships over the customer lifecycle, while ensuring customer satisfaction and engagement. Responsible for...
-
Customer Success Specialist
6 days ago
مصر, Egypt Vultara Inc. Full time**Objectives of this role** - Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction - Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services - Develop and maintain customer-success strategies and best...
-
Portuguese Speaking Associate Customer Success
4 weeks ago
مصر, Egypt PK Global Full timeJob Title: Portuguese Speaking Associate Customer Success Specialist **Job Description**: The Associate Customer Success Specialist supports an existing customer base to cultivate and build strong customer relationships over the customer lifecycle while ensuring customer satisfaction and engagement. This role is responsible for developing an excellent level...
-
Senior Manager, Customer Success Specialist
4 weeks ago
مصر, Egypt VMware Full time**The Elevator Pitch: Why will you enjoy this new opportunity?** Does leading a regional team of world class technical customer success managers make your spine tingle? Are you passionate about partnering with IT practitioners, developers, leaders, and executives at globally recognized companies to solve real problems? Do you already have experience...
-
Customer Success Representative
7 days ago
مصر, Egypt FlairsTech Full timeDetails Required Experience 3 - 5 years - Department Customer Operations - Career LevelSpecialist Position Location Cairo **Skills**: customer service Customer Focus Requirements and responsibilities **Key Responsibilities**: - Develops Healthy Customer Relationship. - Acts as a Customer Advocate and point of contact. - Upsell services and products with...
-
Customer Success Representative
4 weeks ago
مصر, Egypt Zeal Full time**About Zeal** We are an innovative London-born, Cairo-based startup backed by global strategic investors to empower brands to unlock the full potential of their customers by leveraging transactional data. We provide our merchants with world-class data, analytics & tools to better understand their customers and unlock the full potential of any new or...
-
Customer Success Manager
7 days ago
مصر, Egypt Teradata Full timeCustomer Success Manager Government What You’ll Do In this role you will, own the account strategy for engagement, adoption and success planning. Manage and curate existing customer relationships leveraging strong executive relationships to drive business growth, customer value, satisfaction, and retention within the assigned accounts. Demonstrate...
-
Sr. Customer Success Manager
4 weeks ago
مصر, Egypt FlairsTech Full timeCairo - 6+ years Experience - Business Operations & Support Services Department **About the job**: **Requirements and responsibilities** **Job Description**: - Develops Healthy Customer Relationship. - Acts as a Customer Advocate and point of contact. - Upsell services and products with the brand image - Review customer complaints and concerns and seek to...
-
Customs Clearance Specialist
7 days ago
مصر, Egypt Nestle Operational Services Worldwide SA Full time**Position Snapshot**: Location: Cairo, Egypt Company: Nestlé Egypt Full-time **Position Summary**: The Customs Clearance Specialist significantly contributes to the top and bottom-line target’s achievement by continuously ensuring on time availability of finished goods and raw materials (at an optimal cost) by maintaining an optimal lead time and cost,...
-
Customer Success Program Manager
4 weeks ago
مصر, Egypt Alorica Full time**GET TO KNOW ALORICA** At Alorica, we only do one thing - make lives better, one interaction at a time. We're a global leader in customer service and experience, serving the world's biggest brands with tens of thousands of employees in hundreds of locations around the globe. **JOB PURPOSE**: Serve as POC lead and ensure collaboration with stakeholders and...
-
Dach Customer Success Manager
1 month ago
مصر, Egypt citPEAK Full timecitPEAK is extending their team in Cairo with a Customer Success Manager - German Account. Tasks - Advice and support users after they become customers. - Proactively demonstrate possible use cases and best practices. - Provide Technical and Product Support. - Responsible for developing customer relationships that promote retention and loyalty with existing...
-
Customer Experience Specialist
4 weeks ago
مصر, Egypt MazAid Full timeWe are looking for an enthusiastic and dedicated customer experience specialist to enhance our customer experiences. You will be tracking all points of customer engagement, addressing customer queries, and identifying ways to improve our customer services and collaborate with internal departments to optimize customer services and brand awareness. - Nurturing...
-
Customer Success Manager
4 weeks ago
مصر, Egypt Advansys Full time**Responsibilities**: - Serve as the primary point of contact and trusted advisor for assigned clients, developing strong relationships while understanding their business goals, challenges, and priorities. - Lead the onboarding and implementation process for new clients, collaborating closely with various teams to ensure a seamless transition and successful...
-
Customer Success Manager-commodities
7 days ago
مصر, Egypt LSEG (London Stock Exchange Group) Full timeA Customer Success Manager (CSM) connects our clients to Refinitiv’s trading solutions, including desktop, transactions, and feeds. The CSM plays a vital role in ensuring that our customer’s fully leverage the value of Refinitiv by discovering and implementing workflow solutions while continuously providing guidance throughout the customer’s...