customer specialist

Shell

<div>Cairo, Egypt 
 
Job Family Group:
Commercial and Retail 
 
Worker Type:
Regular 
 
Posting Start Date:
November 24, 2025 
 
Business unit:
Downstream and Renewables 
 
Experience Level:
Experienced Professionals 
 
Job Description:
Job Title: Customer Success Specialist
<div>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.
 
Follows and adjusts procedures, guidelines, and work instructions. Discusses these changes with other departments and ensures quality and efficiency improvement of work activities.
 
<ul><li>Advises internal stakeholders on topics related to own area of expertise. Interaction with others demands influencing and persuasion in a tactful manner to explain and advise on performed analyses of information.
</li><li>Identifies shortcomings in current processes, systems and procedures within the assigned unit and suggests improvements.
</li></ul>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:
 
<ul><li>Place, amend and orders, liaising with other service partners in LSC, OTD &amp; Credit as required.
</li><li>Provide change information of planned shipments to schedulers and scheduling admin team, particularly to VMI Customers.
</li><li>Manage Delivery Status &ndash; take ownership of delivery status enquiries and troubleshooting; proactively tracking and Business Partners as required.
</li><li>Delivery Schedule Support Service - proactively call out to Customer, to manage delivery issues.
</li><li>Schedule standard and non-standard orders (packed product).
</li><li>Process Returned Product.
</li></ul>Credit Management:
 
<ul><li>Debt Collection &amp; Cash Allocation &ndash; Administer debt collection, including direct debit rejections, allocations, refund/write-o//write on management, Cash and noncash security handling.
</li><li>Block Order Management &ndash; Monitor open orders, review order status and action blocked orders.
</li><li>Handle basic Customer credit enquiries.
</li></ul>Dispute Management:
 
<ul><li>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.
</li></ul> 
Feedback and Issues:
 
Manage Customer complaints feedback and compliments. Liaise with resolution owners, and other Service Partners as required. Close the loop with customers. 
</div><div> 
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:
 
<ul><li>Work with Account Managers to provide pre-o/er, o/er and contract management support for standard and non-standard contract set up and maintenance, incompliance with the Offer Book.
</li><li>Execute contract legal and fiscal requirements, working with local legal focal.
</li><li>Follow-up directly with customers on missing contract documentation.
</li><li>Ensure contracts are signed and stored in line with local country requirements.
</li><li>Review contract performance as part of SCM process.
</li><li>Own contract documentation archiving and termination of customer contracts.
</li><li>Support preparing for tender bids.
</li><li>Securing 100% Compliance.
</li></ul>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 &ldquo;One Team&rdquo; 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 &amp; Amend:
 
<ul><li>Maintain Sales Hierarchy, contract registers and banding adherence
</li><li>Set up and amend Customer master data
</li><li>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).
</li><li>Process manual vouchers received from Retailers during o/line card transactions
</li><li>Product Lifecycle Data Management: maintain inclusions, exclusions and listings of products in support of PLM and Customer specific requirements
</li></ul>Manage elements of the DFOA process:
 
Manage and monitor Customer &amp; Distributor complaints mailbox through to resolution.
</div><ul><li>Ensure DFOA related ordering issues are visible and managed in accordance to service level agreement
</li></ul><div>Touchless Support and Setup:
 
<ul><li>Support and proactively encourage touchless uptake and utilization
</li><li>Act as first level support for system interface errors
</li><li>Act as a touchless setup lead in system-to-system setup with existing Customers (BCI, EID, OCR, EDI). Work with Customer IT teams to resolve issues and manage internal processes.
</li></ul>General Inquiries:
 
Handle New Business - Receive request for information or quotation from potential new Customers and connect them to the appropriate contact within Shell. 
</div><div> 
Education Requirement/Field of Study : Bachelor&rsquo;s Degree
 
 
Requirements:
 
Skills &amp; Experience:
 
<ul><li>Bachelor degree preferred (Engineering, Business &amp; finance related major).
</li><li>Previous experience in Customer service or operations.
</li><li>English Language Proficiency.
</li><li>Experience in Microsoft O/ice; GSAP
</li><li>Data Analytics &amp; Insights
</li><li>Possess a strong Customer service ethic and ability to understand, meet and champion the Customer&rsquo;s needs, while staying within the policies and procedures of Shell.
</li><li>Able to demonstrate a continuous improvement mind-set.
</li><li>Demonstrated communication and relationship building skills.
</li><li>Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities.
</li><li>Value Chain Understanding.
</li><li>Commercial &amp; Economic Acumen.
</li><li>Contract Management.
</li></ul></div><ul><li>- 
</li></ul> 
DISCLAIMER:
Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Shell/Shell Group companies around the world. The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand. Shell is an Equal Opportunity Employer.</div>

Customer Success Specialist

Metso

Join an industry leader and make a positive change in the sustainable use of the world’s natural resources. Together, we will transform the business and drive the industry toward a greener future.
 
At Metso, you will be supported by our inclusive culture and a network of colleagues from around the world. With us, you will embark on a personal growth journey and are encouraged to realize your potential. This is your invitation to rise above the possible.
 
Job posting end date: 11/30/2025
 
Metso Saudi Arabia is looking for a Customer Service Specialist to join our Quote and Order Management Team. The successful candidate will be responsible for performing all necessary functions to ensure customer satisfaction.
 
Primary activities include evaluation of customer inquiries and compatibility with Metso parts and services, coordination of an appropriate quotation considering price/margin/delivery, proposal follow up, support of outside sales efforts, sales order entry, order coordination, and order backlog management of orders until completion.
 
What You’ll Do
 
Monitor and manage customer portals daily to promptly address new Requests for Quotations (RFQs).
 Proficient in day-to-day customer service functions such as accurately preparing quotations, processing sales orders, and handling service requests to ensure customer satisfaction, as including invoicing.
 Handle LC (letter of credit) orders.
 Ensure trade compliance must haves.
 Collaborate closely with Site Account Managers to support client relationships and coordinate site operations.
 Work cross-functionally with sales, technical sales support, field service, logistics, finance and sourcing teams to streamline processes and deliver timely results.
 Take ownership of building and maintaining strong relationships with your customer contacts, acting as a trusted liaison.
 Utilize SAP, Salesforce, and other essential business systems confidently to manage workflows and data.
 Contribute actively as a key member of a dynamic Customer Service team committed to exceptional service and team success.
 Engage in continuous learning opportunities to develop your skills and build a solid foundation for career growth.
 Willing to travel internationally as per business requirements.
 
Who You Are
 
You bring 3 years of experience in customer service, administration, operations, or a related field.
 You excel at clear, professional communication and enjoy engaging with customers and solving challenges.
 Your English communication skills, both verbal and written, are strong and effective.
 You are tech-savvy, organized, detail-oriented, and comfortable navigating IT systems and software tools.
 You are motivated to grow and advance within a company that values and invests in its people.
 
How to join - Working at Metso - About Metso - Diversity and Inclusion - Meet our people
 
Metso is an equal opportunity employer committed to fostering an inclusive and diverse workforce culture. All qualified applicants will receive consideration for employment without regard to race, religion, color, nationality, gender, gender identity, sexual orientation, age, status as a protected veteran or status as a qualified individual with a disability.
 
Metso is a frontrunner in sustainable technologies, end-to-end solutions and services for the aggregates, minerals processing and metals refining industries globally. We improve our customers’ energy and water efficiency, increase their productivity, and reduce environmental risks with our product and service expertise. We are the partner for positive change.
 
Metso is headquartered in Espoo, Finland. At the end of 2024 Metso had close to 17,000 employees in around 50 countries, and sales in 2024 were about EUR 4.9 billion. Metso is listed on the Nasdaq Helsinki.
 
metso.com

Customer service specialist

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Customer Relations Specialist

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