Customer Operation Specialist - German speaker

Royal Dutch Shell is a global group of energy and petrochemicals companies, operating in over 80 countries and territories and employing more than 90,000 people. Our core values of Honesty, Integrity and Respect for People define who we are and how we work. Royal Dutch Shell has developed a global network of Shell Business Operations to provide first-class services to Shell companies across the world. Shell Business Operations (SBO) Krakow sits at the centre of Shell’s global businesses, providing an operational backbone to our essential business functions. Working in a vibrant community with strong values and a supportive culture, an SBO-Krakow job will offer the chance to build a lasting and meaningful career. As one of seven Business Operations centres, located worldwide, a job in Krakow will give you the chance to interact and work with people across the world, helping to deliver excellent support to business clients and internal stakeholders as well as advanced financial operations. Shell is an Equal Employment Opportunity Employer of Minorities, Females, LGBT Equality and Individuals with Disabilities. Thanks to cooperation with Shell you gain:

• Meaningful work in a company that is universally respected as a truly global energy leader (one of the world’s biggest companies according to Fortune Global 500)
• Good atmosphere at work and comfortable working environment: own canteen and a few relax rooms
• Attractive salary package and yearly bonuses
• Complex medical care and individual life insurance
• Sport programmes and facilities e.g. Multisport Card, vouchers for free time activities
• Additional funds for trainings and certifications, sport sections and the EuroShell Card
• Bonus for referring your friend to work

Job Description

• Be the first point of contact for Customers
• Resolve Customer requests received via all mediums (phone, email, fax) according to agreed service levels and service standards
• Provide assistance to customers in self-service mediums and assist customer to complete transactions
• Record and follow up all customer contacts in customer facing systems
• Liasing between customers and supply chain departments in coordination of delivery process
• Proactively communicating to customers order and delivery status  and any changes in the confirmed and promised delivery dates, agreeing changes or cancelling the sales order
• Supporting in the resolution of delivery queries

Requirements

• very good German (C1) and good English
• excellent communication skills
• strong customer focus
• ability to deal with multiple tasks and work in a dynamic environment
• ability to cooperate efficiently in a team
• good working knowledge of MS Office tools and Outlook
• experience in using one of major ERP systems (e.g. SUN/ SAP ) will be an advantage