, Philippines

Job Family Group:

Commercial and Retail

Worker Type:

Regular

Posting Start Date:

January 28, 2026

Business Unit:

Experience Level:

Early Careers

Job Description:

What’s the role

Customer Success Specialist (CSS) is empowered to manage customer experience, relationship and satisfaction across the end-to-end journey of our customers. This job sits across the Deal Management and Order to Cash forming a critical part of the Customer Fulfilment Cycle. It delivers end-to-end customer support, from contract and account set-up, through to order and payment. CSS provides Consistent, Adaptive, Reliable and Easy experiences to our customers.

What you’ll be doing

As a Customer Success Specialist, you will be doing the following:

Contract Management:

• Support Account Managers with pre-offer, offer, and contract setup/maintenance for standard and non-standard agreements, ensuring compliance with the Playbook and local legal/fiscal requirements.
• Follow up with customers on missing documents, ensure contracts are signed and stored per country requirements, review contract performance, and manage archiving and termination of contracts.
• Assist in preparing tender bids and own contract documentation processes.

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)

Troubleshooting:

• Provide “One Team” support for Sales by resolving deal-making issues, identifying root causes, implementing sustainable fixes, and acting as resolution owner for customer complaints, sharing outcomes with COS Order to Cash colleagues.

Master Data Set Up & Amend:

• Maintain sales hierarchy, contract registers, and banding; set up and amend customer master data; resolve master data disputes by liaising with stakeholders/customers and performing invoice adjustments; process manual vouchers from retailers during offline transactions.
• Manage product inclusions, exclusions, and listings to support PLM and customer-specific requirements.

Data Integrity Management:

• Maintain master data integrity. Review DQS reports, correct any data errors and track performance against SLA

Order Management:

• Place and amend orders, liaise with LSC, OTD, and Credit teams, apply freight charges/surcharges, and provide shipment change information to schedulers, especially for VMI customers.
• Own delivery status inquiries and troubleshooting, proactively manage delivery issues with customers, handle VMI tank dip/run-out queries, and schedule standard/non-standard orders (packed products).
• Process returned products and block commercial fleet cards within required SLA.

Credit Management:

• Manage the customer experience by performing identified tasks (i.e. credit status inquiries, blocked order management) within prescribed timeframes, in close collaboration with the FO Credit organization.

Dispute Management:

• 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

Feedback and Issues:

• Manage Customer complaints feedback and compliments. Liaise with resolution owners, and other Service Partners as required. Close the loop with customers

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

Manage elements of the DFOA process:

• Manage and monitor Customer & Distributor complaints mailbox through to resolution.
• Ensure DFOA related ordering issues are visible and managed in accordance to service level agreement

Touchless Support and Setup:

• Support and proactively encourage touchless uptake and utilization
• Act as fi rst level support for system interface errors
• 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.

Fraud Support:

• Monitor account and payment transaction activity to identify incidents of Fraud.
• Support Fraud Managers with fraud case information requirements
• General Inquiries: handle New Business - Receive request for information or quotation from potential new Customers and connect them to the appropriate contact within Shell

What you bring

We are keen to speak with individuals who have:

• Working proficiency in English and French (Read, write and speak)   
• Bachelor’s degree required (Business related major) or equivalent experience
• Strong Customer Language Proficiency and experience in managing Customer Relationship and Customer Success.
• Previous experience in Customer service or operations
• Working proficiency in English
• Strong Communication and Influencing skills
• Previous experience in data Analytics & Insights and Digital environment
• Demonstrated ability and commitment to build Customer Success
• Knowledge of Customer Centric Design
• A good understanding of Commercial & Economic Acumen and Value Chain methodology
• The ability to lead and drive Continuous Values
• Attention to details when dealing with Data Management and high focus on Compliance
• Proven experience in Contract Management

What we offer

You bring your skills and experience to Shell and in return you work with talented, committed people on one of the most important challenges facing our planet. You’ll have the opportunity to develop the skills you need to grow in an environment where we value honesty, integrity, and respect for one another. You’ll be able to balance your priorities as you become the best version of yourself.

• Progress as a person as we work on the energy transition together.
• Continuously grow the transferable skills you need to get ahead.
• Work at the forefront of technology, trends, and practices.
• Collaborate with experienced colleagues with unique expertise.
• Achieve your balance in a values-led culture that encourages you to be the best version of yourself.
• Benefit from flexible working hours, and the possibility of remote/mobile working.
• Perform at your best with a competitive starting salary and annual performancerelated salary increase – our pay and benefits packages are considered to be among the best in the world.
• Take advantage of paid parental leave, including for non-birthing parents.
• Join an organisation working to become one of the most diverse and inclusive in the world. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply.
• Grow as you progress through diverse career opportunities in national and
• international teams.
• Gain access to a wide range of training and development programmes.

We'd like you to know that Shell has a bold goal: to become one of the world’s most diverse and inclusive companies. You can get to know more about how we're working towards that goal, click here.

We are committed to attracting a broader and more diverse pool of candidates. If this position doesn’t feel like the perfect fit for your qualifications right now, we’d still love to hear from you. Consider creating a profile in our Talent Community so we can keep you in mind for future opportunities that may align with your skills.

Shell Business Operations Manila

Shell Business Operations (SBO) Manila forms the operational backbone of business processes that help deliver Shell’s business solutions across the globe. We are focused on driving excellent corporate performance in Finance, Human Resources, Customer Service, Order-to-Delivery, and Contracting and Procurement. Diversity is key at SBO Manila, and our employees reflect the innovation that stems from a diverse workforce. By joining the company, you will benefit from an industry-leading development program that will see you tap into a pool of expert knowledge that will help propel your career. 

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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.