Customer Success Specialist - OTC

Responsibilities

• Manage customer disputes regarding quantity, pricing, tax, and master data, ensuring timely logging and resolution.
• Handle credit management tasks, including credit status inquiries and blocked order management.
• Act as a first-level support for system interface errors and support touchless setup (BCI, EID, OCR, EDI) with customer IT teams.
• Manage customer feedback, complaints, and compliments, ensuring all issues are closed out with the customer.
• Support data privacy requests in compliance with global guidelines such as GDPR and CCPA.
• Perform data analytics including collection, cleaning, wrangling, and statistical analysis to identify trends.
• Create data visualizations, charts, and dashboards to report on key metrics.

Requirements

• Proven experience in dispute management and credit management.
• Advanced expertise in Microsoft Excel, including pivot tables and data models.
• Strong skills in data collection, cleaning, and statistical analysis.
• Proficiency in data visualization tools such as Power BI or Tableau.
• Ability to manage complex customer inquiries and maintain proactive communication.

About the Company

Shell is a global group of energy and petrochemical companies, employing 96,000 people across more than 70 countries. We are transitioning to become a net-zero emissions business while providing the energy that people around the world need today.