This role may involve some or all the responsibilities listed below, depending on operational needs. The businesses supported include, but are not limited to, Global Commercial, Commercial Fleet, and Retail sectors. The role encompasses servicing all customer tiers, including Key Accounts and Platinum Customers, with a primary focus on managing inbound calls, emails, and chat. Place and amend orders, liaising with fuels & lubricants supply chain & credit service partners as required. Manage delivery of orders take ownership of delivery status enquiries and troubleshooting; proactively track and update Business Partners as required Handle and resolve all queries from Customers. Schedule standard and non-standard orders Process Returned Product Block Order Management Monitor open orders, review order status and action blocked orders. Handle basic Customer credit enquiries on cash allocation and debt collection, including direct debit rejections, allocations, refund/write-off/write on management, Cash, and non-cash security handling. Own the end-to-end Disputes process, which 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. Manage Customer complaints, feedback, and compliments. Liaise with resolution owners, and other Service Partners as required. Close the loop with customers. Manage and monitor Retailer/Distributor/Reseller complaints through to resolution. Ensure ordering issues are visible and managed in accordance to service level agreement. Support and proactively encourage uptake and utilisation of online services. Act as first level support for system interface errors. Assist in online services setup for system-to-system setup with existing Customers. Work with Customer IT teams to resolve issues and manage internal processes. Build strong relationship and deliver effective e2e analysis with Leadership/all key stakeholders. Drive Continuous Improvement Culture, identify, align and implement improvement initiatives with all key stakeholders.
As a Services Marketing Specialist , you support the Services Marketing Strategy Manager in executing the Customer Solutions services strategy. This role is pivotal in developing and delivering a comprehensive, sector-agnostic marketing portfolio that enhances Shell s services offering across global markets. You help shape the narrative, manage internal communications, and ensure the successful execution of marketing initiatives through effective stakeholder and agency collaboration. What you'll be doing Marketing Strategy Execution : Collaborate with the Services Marketing Manager to implement a bundled services marketing strategy aligned with Shell Lubricant Solutions overarching goals. Services Narrative Development : Own and maintain a strategic reference document that defines service positioning, language, claims, and priorities. Full Funnel Strategy Creation : Design a sector-agnostic marketing strategy that spans awareness, consideration, and conversion stages, adaptable across sectors, regions, and customer segments. Collateral Development : Create and manage marketing materials including toolkits, websites, white papers, ad copy, and event content. Ensure timely updates, version control, and deployment via internal platforms. Internal Communications Training : Lead internal engagement efforts through newsletters, webinars, workshops, and learning sessions under the Co-Lab program to boost awareness and collaboration. Budget Agency Management : Support budget planning, purchase order processes, and manage external agencies to deliver marketing and communication assets. Stakeholder Engagement : Build strong relationships across internal teams and prioritized regions/sectors to drive effective marketing execution. Project Management : Ensure timely and high-quality delivery of marketing initiatives with attention to detail and proactive problem-solving. What you bring Bachelors degree in engineering with experience in B2B marketing, ideally within industrial lubricants or a related technical field. Proven ability to quickly grasp technical concepts such as machinery, condition monitoring, and lubrication fundamentals. A successful track record in commercial roles, particularly in customer-facing environments. Strong project management skills and the ability to work independently with minimal supervision. Excellent communication and collaboration skills to manage diverse stakeholders and cross-functional teams. Strategic thinking with the ability to translate complex service offerings into compelling marketing strategies and materials. 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 performance related 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.
As Technical Ops Advisor for Oil Condition Monitoring, you'll take on a virtual role as a Technical Services Support Specialist Lubricants, where your focus will be on ensuring smooth and efficient delivery of lubricant-related services. you'll be the go-to person for technical support, helping customers resolve issues while enabling field-based teams to spend more time engaging with clients. Your work will connect the dots between technical operations, customer onboarding, and service troubleshooting across different regions and service types. What you'll be doing Customer Onboarding Training - Set up new customers and guide them through onboarding and advanced training on lubricant services tools (eg, LA). Technical Support Troubleshooting - Review and interpret Lubricant Analysis (LA) reports and SRS alerts. Communicate amber/red alerts and technical concerns to customers or account teams (LTA, SAS, KAM). Provide technical advice and manage service-related requests. Cross-Team Coordination - Act as the focal point for Services SMEs, escalating issues to internal teams (Vendor Managers, Product Owners) and external stakeholders (Customer Ops, Finance, Legal). Collaborate with technical teams to craft service-specific solutions for targeted customers. Customer Relationship Management - Handle Tier 1 inquiries (eg, sample status, account access). Resolve customer complaints and ensure smooth service execution. What you bring Bachelors degree in engineering preferrably Mechanical or Chemical with experience in oil sampling / reliability services / tribology Subject Matter Expertise - Experience in lubrication services, technical/SaaS sales, and mechanical equipment. Ability to tailor service applications to meet customer-specific needs. Technical Competency - Ability to interpret oil analysis and service alerts and communicate them effectively. Understanding of lubrication and condition monitoring techniques or willingness to learn. Collaboration Communication - Strong teamwork mindset and ability to work across internal and external teams. Excellent communication skills to resolve inquiries and escalate issues appropriately. Service Delivery Capability - Knowledge of lubrication practices across multiple sectors and equipment types. Ability to execute service delivery with precision and customer focus. 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 performance related 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.