Customer Success Specialist

, Korea, Republic of Job Family Group: Customer Operations Worker Type: Regular (FTC) (Fixed Term) Posting Start Date: October 27, 2026 Business Unit: Downstream and Renewables Experience Level: Experienced Professionals

Job Description
Provide high quality frontline support for Customers with Order to Cash enquiries, through effective communications, value-adding interactions, and efficient issue resolution. Principal Accountabilities:
• Business Operations for Order to Delivery
• Create Orders on local ERP system and manage order status to customers (Order Type: SO, CO, SK, CN, SP, ST)
• Check stock availability and allocation with Product Planner and customers
• Troubleshoot IT issues (e.g., JDE error, E-order website error, EDI error)
• Raise any E&C issue such as COC, COI, Trade Control, Data Privacy, etc.
• Business Operations for Bill to Cash
• Monthly fiscal closing for National Tax Service
• Deal with invoice dispute with customers
• Handle various invoice types (e.g., local ERP, Smart bill, Customer Self billing)
• Customer Experience
• Escalate customer complaints and request
• Adopt Customer Experience mindset and utilize Customer Success Specialist behaviors
• Identifies opportunities to improve the customer experience.
• Business Value Deliveries
• Implement Continuous Improvement (CI) project
• Manage CI pipeline and conduct performance reviews Key Challenges:
• Taking ownership of customer enquiry even when resolution is not within direct control
• Accepting responsibility as the public face of Shell for failure to deliver on customer promise Experience and Qualifications Required:
• Independent in engaging customers and handling complex services
• In-depth knowledge of customers' business and industry
• Comprehensive understanding of Customer Service Operating Model, offer book, and customer value proposition
• Proficient in IT applications within scope of responsibility
• Familiarity with IT software (Microsoft and Internet)
• Good command of the required language for customer operations
• Extensive network of contacts/subject matter experts/decision makers across the business and E2E service chain
• Ability to spot trends and identify CI opportunities to improve processes or solve root cause issues Key Competencies Required:
• Communicatable and workable in English.
• Business Understanding: Skilful
• Managing Customer

Experience:
Skilful
• Contract Management: knowledgeable
• Commercial & Economic Acumen: knowledgeable
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