Customer Success Specialist - OTC

Shell — SHELL CENTRE – CHENNAI

, India Job Family Group: Commercial and Retail Worker Type: Regular Posting Start Date: July 3, 2026 Business Unit: Downstream and Renewables Experience Level: Early Careers Job Description: What's the role This role may involve some or all the responsibilities listed below, depending on operational needs. The businesses supported include, but are not limited to, Global Commercial, Commercial Fleet, and Retail sectors. The role encompasses servicing all customer tiers, including Key Accounts and Platinum Customers, with a primary focus on managing inbound calls, emails, and chat. What you will be doing Order Management: Place and amend orders, liaising with fuels & lubricants supply chain & credit service partners as required. Manage delivery of orders – take ownership of delivery status enquiries and troubleshooting; proactively track and update Business Partners as required Handle and resolve all queries from Customers. Schedule standard and non-standard orders Process Returned Product Credit Management: Block Order Management – Monitor open orders, review order status and action blocked orders. Handle 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 handling. Dispute Management: Own 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 case. Feedback and Issues: Manage Customer complaints, feedback, and compliments. Liaise with resolution owners, and other Service Partners as required. Close the loop with customers. Manage and monitor Retailer/Distributor/Reseller complaints through to resolution. Ensure ordering issues are visible and managed in accordance to service level agreement. Online Services Support and Setup : Support and proactiv

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