• Customer Ops Specialist - Order to Cash Jobs in Malaysia - 997703

    Shell Business Operations Kuala Lumpur
  • 1 - 3 Years
  • Malaysia - Selangor
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  • Posted above 1 month
  • Job Views: 16
  • Job Applicants: Less than 10

Job Description


Order ManagementPlace and amend orders, liaising with other supply chain & credit service partners as requiredManage delivery of orders – take ownership of delivery status enquiries and trouble-shooting; proactively track and update Business Partners as requiredHandle and resolve all queries from CustomersSchedule standard and non-standard ordersProcess Returned ProductCredit ManagementBlock Order Management – Monitor open orders, review order status and action blocked ordersHandle basic Customer credit enquiries on cash allocation and debt collection, including direct debit rejections, allocations, refund/write-off/write on management, Cash and non-cash security handlingGeneral InquiriesHandle New Business - Receive request for information or quotation from potential new Customers and connect them to the appropriate contact within ShellDispute ManagementOwn the end to end Disputes process, which 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 caseFeedback and IssuesManage Customer complaints, feedback and compliments Liaise with resolution owners, and other Service Partners as required Close the loop with customersManage and monitor Customer & Distributor complaints mailbox through to resolutionEnsure ordering issues are visible and managed in accordance to service level agreementOnline Services Support and Setup Support and proactively encourage uptake and utilisation of online servicesAct as first level support for system interface errorsAssist in online services setup for system-to-system setup with existing CustomersWork with Customer IT teams to resolve issues and manage internal processes


Minimum Bachelor degree (CGPA 30 and above) in any field of studyPossess strong leadership and teamwork-based experienceRelevant working experience (1 – 2 yrs) in managing customer (B2C) complaintsAble to cope with emotional stress, stay calm in difficult conversation

Profile Summary

Type:Company Job

Role:Junior Executive


Salary:Not Disclosed

Deadline:10th Feb 2020

Company Profile

Shell Business Operations (SBO) is a chain of operational centres that form an integral part of Royal Dutch Shell. We influence business development for Shell globally, enabling the work of 90,000 employees in over 80 countries across the world.
SBO Kuala Lumpur is focused on driving excellent corporate performance in Human Resource, Finance Operations, Customer Operations, Supply Chain (Order to Delivery), Contracting and Procurement, Legal Services Global Operations and Creative Solutions. We enable Shell to operate in a global-competitive and ever-changing business environment. A career in Shell will offer you remarkable opportunities for growth, extensive experience across different business areas and the tools you need to discover and develop your skills within the energy industry.
We’re looking for qualified individuals with the drive to create significant business impact, as well as to collaborate with a team of professionals with diverse backgrounds. If you are a great team player, possess superior communication skills and problem-solving abilities, join us and see the impact that you can make across our global business.

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