Customer Success Specialist

Türkiye

Job Family Group :

Commercial and Retail

Worker Type : Regular

Posting Start Date : June 9, 2025

Business unit :

Downstream and Renewables

Experience Level :

Experienced Professionals

Job Description :

Customer-Centric Responsibilities (70%)

• Meet Shell Card (EuroShell) customers’ requests  and communicate with global stakeholders regarding operational issues.
• Deliver CVP  for Road Services and Third-Party Networks, supporting Third Party Cards acceptance at Shell Network.
• Support Customer Operations Team leader  in compliance with Sales Contract policy for Road Services contracts, including contract management throughout the lifecycle. Maintain the contract clause library following changes in policy or legislative requirements. Act as a link between customers and 3rd party service providers.
• Respond to customer requests  related to the administration and 3rd party service provider relationship of road services.
• Act as focal point for 3rd party service providers  when changes occur in administrative processes associated with Road Services.
• Ensure accuracy of Shell Card business materials  and Road Services marketing materials for use by the Sales Team. Verify application forms comply with 3rd party service provider requirements and register customer applications.
• Contract management – align to commercial conditions, follow, storage of contracts.
• Update local training materials  related to Road Services.
• Welcome and support new customers  for Shell Card. Provide administrative support as a follow-up to AM activities. Ensure customer satisfaction through proactive after-sales outbound calls.
• Train customers  on CVP elements such as Fleethub, e-alert, EID, and local Cards systems for Shell Card.
• Identify and recommend CI initiatives , support or lead CI projects as agreed with the Line Manager.
• Maintain Cards Customer and Dealers Pricing data  in a timely and accurate manner, in line with pricing policies and controls.
• Manage pricing : set up price-related reference data in cards systems, create new bonus, price-related schemes, and fee schemes.
• Resolve Salesforce workflow items  within agreed SLAs and complete them in the system.
• Create chargeback transactions  in the cards settlement system for pricing-related errors, ensuring correct parties are debited.
• Monitor and administrate billing adjustments and chargebacks  to correct transactional pricing errors. Ensure audit trail and required MOA approval.
• Calculate and update customer list price and discount / rebate / dealer contribution changes  in line with pricing policy, seeking approvals as per MoA.
• Notify customers of pricing changes  and update the customer price notification file.
• Informing the global pricing team about the updated Turkey fuel prices, update them via GFN with the approval received.
• Preparing the GPRF form for the customs tax payment to be made by the Krakow team regarding the cargoes that are processed by the customs in line with the Shell card orders. Following up the process for the cards to reach the headquarters after the tax payment is made.
• Raising tickets for penalty objections from customers through the portal of 3rd party companies from which service is received and providing customer information by following the process.
• Raising tickets or request CR via Service Now (SNOW) for both Euroshell desk and other desks when necessary.
• Participating in global meetings on a weekly, monthly and 6 month basis.

Sales Support Responsibilities (30%)

Language :

Other Skills & Experience :

Competencies :

Competency Requirements for JGs

Competency

JG 6

Commercial & Economic Acumen

Knowledge

Value Chain Understanding

Mastery

Managing Customer Experience

Knowledge

Contract Management

Mastery

NEGOTIATING

Knowledge

CHANNEL MANAGEMENT

Skill

APPLYING CUSTOMER VALUE PROPOSITION

Skill

KEY ACCOUNT MANAGEMENT

Mastery