The Role General Position Definition Trading and Supply (T&S) manages the end-to-end fuels supply chain for Shell, including the final delivery to our end customers (Retail sites and B2B Customers). This final leg of the fuels supply chain is managed within the Order to Delivery (OtD) team, where the fuels deliveries are planned, and interruptions to this delivery process are managed with our customers.
OtD encompasses the planning for tomorrow's deliveries (in the Scheduling Team); managing the within-day delivery challenges, including direct liaison with our customers (the Distribution Scheduling Support Service (DSSS) team); and then ensuring that our back-office systems reflect what really happened (The Scheduling Admin Team).
At a country level within T&S, the OtD teams are a mix of local and centralised operations, with the centralised operations being located within the SBO environment.
This role is to support our businesses by communicating and working closely with our drivers, hauliers, customers, Customer Service Centre (CSC) and Scheduling teams to perform amendments to the schedule during its execution, manage customer enquiries and process urgent orders for our countries being supported out of the Kuala Lumpur SBO, as OtD Scheduling Support, with responsibility for the OtD activities in countries such as Malaysia, Hong Kong, Singapore, Indonesia and Thailand.
Position Purpose
As the Order to Delivery (OtD) Scheduling Support for the KL based team, you will take on an exciting challenge of supporting our business by communicating and working closely with our drivers, hauliers, customers, Customer Service Centre (CSC) and Scheduling teams to perform amendments to the schedule during its execution, manage customer enquiries and process urgent orders.
Through your customer service, supply chain or logistics skills, which you might have gained in a different role in your previous/current experience, you will be expected to support the OtD team in the Kuala Lumpur SBO in their Continuous Improvement / LEAN journey to drive improved customer service and cost efficiency through working with our Operational teams to provide high quality of service to key customers through effective communications, value-adding interactions and efficient issue resolution through phone, fax or email .
The OtD team has a significant influence on the satisfaction of our customers. The team needs to work closely with the Class Of Business (Retail; Commercial Fuels; etc) teams, along with the Offer to Cash (OtC) community, to ensure that plans and actions are aligned to flawless delivery of our customer offers. Your team's performance in this area is key to preserving and improving our reputation, and therefore our customer base.
The OtD team takes the lead in the optimisation of the road transport activity, ensuring that the delivery plans make use of our assets in the optimal way, resulting in the lowest delivery cost. The OtD team works closely with the local Road Transport and Facilities (Terminals) teams in both medium term planning and also the day to day execution of the plan. In order to do this well, you need to have a good logical brain, and an ability to understand where creative solutions can be explored further to develop real tangible benefits to the business.
Finally, the OtD team in KL is proud to be a part of the S&D LEAN Accelerator Program, which is actively driving a transformation to running our operations in a LEAN way, underpinned by an active Continuous Improvement culture. The OtD teams are seen to be at the cutting edge of LEAN development in the Downstream, and so continuing to drive this change, and develop CI/LEAN capability is an essential part of this role. This gives you, the OtD Scheduling Support, an opportunity for huge personal development and growth in this area as well the chance to share what you know with your team and colleagues.
Accountabilities
- Represents a professional customer focused image of Shell to the public
- Identifies opportunities to improve the customer experience for key customers
- Handles a range of first line customer enquiries within the agreed processes and ways of working
- Takes ownership for the end-to-end customer enquiry which may require engaging other partners across the service chain
- Acts to resolve customer enquiries during the first contact with the customer (live resolution)
- Pro-actively keeps key customers informed throughout the contact management process
- Records and follow up all key customer contacts in customer facing systems for the service accredited
- Primary contact point for the hauliers to advise truck drivers of necessary amendments to plan
- Manage deviation from plan, i.e. process in GSAP any post schedule amendments to the shift: Left on board, plant/depot change, load quantity changes, compartment changes, trip sequence change, vehicle change, orders scheduled not delivered
- Receive urgent order requests and create urgent orders within framework of delivery promise. Provide feedback of changes to planned shipments to schedulers and scheduling admin team, particularly to Vendor Managed Inventory (VMI) customers
- Handle customer enquiries to change/amend orders, evaluate the real need and feasibility for scheduling changes, and liaise with scheduling team where appropriate. Ensure any Special Instructions noted on the orders have been processed
- Initiate surcharges for Left on Board and urgent orders to the customers. Investigate and resolve customer complaints. Ensure documentation and filing is accurate, up to date and accessible
Position Challenges
- Managing the multiple interfaces with business partners (COB), customers and within Trading and Supply (T&S) and driving Enterprise First decision making
- Correctly apply the general rules for processing exceptions
- Assess/handle unplanned issues arising from delivery/system constraints
- Continuously rotating shift system to provide 24-hour support (3x 8 hr shifts per 24 hrs). Feedback effectively to scheduling team and customer service team
- As a part of the Trading and Supply LEAN Accelerator program it is expected that the OtD Scheduling Support continues the change to a LEAN culture and way of working.
This role provides a unique opportunity to be part of an exciting team that is pioneering LEAN ways of working in Shell. This is not another initiative that will lose its sparkle in the near future. The team has already been recognised for its significant progress in this area, and for the right candidate, the chance to continue to lead and inspire the team on this journey, challenging them to improve and outperform what they believe is possible should be very exciting.
- Has experience in Customer Service and or Supply Chain or Logistics Industry
- IT software familiarity (Microsoft and Internet)
- Excellent English language skills
- Good command of the language that is required for that operation: Thai language is required for this role
- Supply Chain experience would be an added advantage
- Excellent Communication skills
Shell is a global group of energy and petrochemical companies, active across more than 80 countries, employing 90,000 people.
Shell Business Operations Sdn Bhd (503619-D), a LEED Platinum certified green facility in Cyberjaya, provides a wide range of professional services to support the efficient operation of the Shell Group. The Centre delivers world-class operational excellence to the business through shared operations and services that include Human Resource, Information Technology, Finance, Customer Services, Order to Delivery and Contracting & Procurement. The Centre is currently on a growth path and as part of this rapid growth, we are looking to recruit talented professionals to join us!
If you would like to be a part of an innovative energy leader that offers a rewarding career in a multi cultural environment, then apply to us today and be a part of this vibrant, world-class organisation.
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