, Philippines

Job Family Group:

Commercial and Retail

Worker Type:

Regular

Posting Start Date:

Business unit:

Downstream

Experience Level:

Early Careers

Job Description:

The purpose of this support activity is to enable safe and accurate product lifting at terminals, troubleshoot and determine the root cause of loading issues, to facilitate the most effective use of terminal automation systems by terminal personnel and others, and to help ensure these systems operate as intended by troubleshooting and effectively resolving problems or elevating issues to second-level support. The role is highly customer focused and the successful candidate will need to be adept at handling difficult calls and maintaining a positive can-do attitude. The LSS Specialist works in a "call center" environment. The LSS Specialist answers incoming phone calls from drivers, terminal operators, external and internal customers. Each call should be handled per defined procedures and a ticket is entered for each call. In addition, the LSS Specialist monitors a team email inbox and monitors various systems. Most issues are researched and resolved by the LSS Specialist on the first call.

Accountabilities:

• Provide analytical assistance to drivers or customers having loading issues that may be related to customer set-ups.  As a member of the LSS Team, the LSS Specialist provides first level support (24 x 7, 365 days a year) for all Shell Distribution terminals and Outside Supply Point terminals.

• Monitors various systems, such as TMS and TABS.

• Monitors communication of data coming in and going out to our Shell distribution terminals and TABS sites and understands the importance of timely transmission of data.

• Supports various internal customers.

• Identifies and analyzes issues/problems to determine the appropriate level of response or involvement needed from other support groups.

• Prioritizes problems and responds to them according to the business urgency. This requires troubleshooting activities.

• Provides advice, counsel, and guidance to users for all aspects of terminal operations. This includes areas of business processes and most system related questions, so technical skills are needed.

• Understand and supports the Mobility business.

• Understands and supports the Distribution business.

• Understands and supports Terminal Automation systems.

• Manage customer request from both phone and email communication channel.

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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.