Customer Success Specialist - OTC

Responsibilities

• Manage customer disputes regarding quantity, pricing, tax, and master data, ensuring timely resolution and communication.
• Oversee credit management tasks, including credit status inquiries and blocked order management.
• Handle customer feedback, complaints, and compliments, liaising with service partners to close the loop.
• Support touchless uptake and act as first-level support for system interface errors and system-to-system setups.
• Ensure compliance with data privacy guidelines (e.g., GDPR, CCPA) regarding subject access requests and data portability.
• Perform data analytics tasks including data collection, cleaning, wrangling, and statistical analysis.
• Create data visualizations and reports using tools like Power BI, Tableau, or Excel to identify trends and patterns.

Requirements

• Proven experience in dispute management and credit management.
• Advanced expertise in Microsoft Excel, including pivot tables and data models.
• Strong proficiency in data wrangling, cleaning, and statistical analysis.
• Ability to perform data visualization to communicate insights effectively.
• Excellent communication skills for proactive customer engagement and stakeholder management.

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. At Shell, we value honesty, integrity, and respect for one another as we tackle the energy challenge together.