Bangkok, Thailand

Job Family Group:

Commercial and Retail

Worker Type:

Regular

Posting Start Date:

July 3, 2025

Business unit:

Downstream and Renewables

Experience Level:

Experienced Professionals

Job Description:

This role may focus on some or all the accountabilities below, depending on the respective business size and complexity: 

Deal Management:

• Permit Management: Accountable for end-to-end support for Permit/License acquisition required for site opening and operation.
• Contract Management: Manage appropriate Contracts (Fuel / Non-fuel) for site opening, transfer, suspension, and closure of Retail sites as per MOA while ensuring company’s policy and compliance according to MOA.
• Wetstock Management: Maintain quantity and quality assurance. Collect Wetstock daily report to check for any red flags. Raise ticket to third-party to investigate and fix any discrepancy.

Order to Cash

• Order Management: Provide end-to-end support for Lube orders
• Touchless Support: Manage Shell Market Hub user profiles, provide troubleshooting and user support. Raise system related incidents and follow up on resolution.
• Dispute management: Manage end-to-end dispute resolution starting from dispute request, coordinate with Territory Managers for investigation and liaise with Finance team for dispute resolution.
• Customer Support: Advise Call Center Agents on issues that have been escalated until resolutions are finalized. Manage knowledge base and FAQs for Call Center Agents as future reference.

Expectation:
Critical to the success of this role is to demonstrate strong Attention to Detail, Customer Language Proficiency, and experience in managing Customer Relationship and Customer Success.   
 

Job Qualifications:

•    Bachelor degree in related fields as minimum

•    Minimum 2 years of working experiences (A plus if you have background from Oil & Gas, FMCG industries)

•    Good proficiency in English 
•    Strong Communication and Influencing skills  
•    Previous experience in data Analytics & Insights and Digital environment  
•    Demonstrated ability and commitment to manage customer experience and build Customer Success
•    Knowledge of Customer Centric Design
•    A good understanding of Commercial & Economic Acumen and Value Chain methodology 
•    The ability to lead Continuous Improvement and drive values for business
•    Attention to details when dealing with Data Management and high focus on Compliance  
•    Proven experience in Contract Management

•    Knowledge of Wetstock site operations

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