, 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

-

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.