Customer Success Specialist

, Türkiye

Job Family Group:

Customer Operations

Worker Type:

Regular

Posting Start Date:

March 31, 2026

Business Unit:

Downstream and Renewables

Experience Level:

Experienced Professionals

Job Description:

The Customer Success Specialist delivers high‑quality, end‑to‑end customer support across both Frontline (customer‑facing) and Back Office (operational) activities within B2B/B2C Commercial Operations, with a strong focus on Mobility business.

The role ensures seamless execution of the Customer Fulfilment Cycle, covering E2E operation, Contract Management, Pricing and Master Data governance, while maintaining full compliance with Shell standards, Manual of Authority (MoA), legal and fiscal requirements, HSSE and ISO frameworks.

Acting as an operational bridge between internal and external stakeholders, the role owns customer journeys from enquiry to resolution, drives operational excellence, supports digital and automation initiatives and contributes to continuous improvement and business performance.

Principal Accountabilities

Frontline Customer & Case Management

• Handle frontline customer enquiries in line with Shell processes, SLAs and service levels
• Perform outbound calls to resolve Level 2 cases and complex customer issues
• Manage all CO Turkey business enquiries, promotions, third‑party offers and premium membership queries
• Take end‑to‑end ownership of complaints, feedback and compliments, ensuring timely resolution
• Drive live resolution and define Date & Time Commitments (DTC) where required
• Act as Shell Brand Ambassador across phone, e-mail, digital and social channels

Contract Management

• Act as a key operational partner for Sales and Account Managers across onboarding, deal execution and customer lifecycle management
• Serve as single point of contact where contractually required and coordinate issue resolution across functions
• Collaborate closely with Sales, Network, Marketing, Finance, Tax, IT, Legal and 3rd‑party providers

• Ensure full compliance with Manual of Authority (MoA) on all contract‑related requests
• Report contractual issues to the Legal Department and support required follow‑ups
• Support bid and tender processes, including documentation and reporting
• Execute legal and fiscal reporting obligations to local authorities within defined SLAs
• Participate in and drive regional KPI analysis to identify improvement opportunities

Billing

• Ensure successful execution of billing batch jobs and posting of billing documents to accounting
• Ensure accurate and timely invoice creation, distribution and posting to accounting
• Monitor invoice creation, distribution and accuracy; identify and resolve errors and disputes
• Execute month-end and year-end closing activities, including accruals and billing due lists
• Manage manual billing activities where required (e.g. Marine customers)
• Monitor self-billing processes and Statements of Account
• Raise and track system-related issues with IT / SOM teams
• Take responsibility for service continuity during system failures (BCP mode)

Pricing Management

• Manage end-to-end pricing activities
• Set up and maintain pricing, rebates, chargebacks, investment deals and price increases in line with MOA principles
• Ensure invoice accuracy related to pricing and resolve pricing disputes
• Execute daily and periodic pricing control activities (e.g. CDMS uploads, USD price updates)
• Act as first contact for system-based deal and pricing requests

Master Data

• Monitor, manage and maintain dealer and customer master data, including creation, amendment and extension via CS&A and related systems
• Ensure data accuracy, completeness and compliance with Financial & Business Control and Data Quality Standards
• Coordinate new site openings, dealer changes and closure processes, coordinating between Sales and Head Office
• Maintain Sales Hierarchy, banding and product/material listings
• Update customer bank account details, DBS details, payment terms, pricing groups and EMRA license information via CS&A
• Monitor, manage and communicate EMRA license activities
• Own material listing/exclusion processes
• Own and manage functional mailbox, ensuring daily monitoring and SLA compliance
• Act as owner of MSDS documentation

Digital, Super User & Continuous Improvement

• Identify opportunities for automation and digitalization
• Support and sustain IT projects (Nucleus,CICAF etc) and system enhancements to successful delivery
• Play an active role in global and local projects, including E2E implementation and testing activities
• Support testing, validation and business readiness for new solutions
• Act as Super User, supporting peers and resolving or escalating system and process issues
• Maintain, update and govern SOPs and end‑to‑end processes
• Proactively identify and lead or support Continuous Improvement (CI) initiatives

Compliance & Governance

• Operate fully in line with Shell Business Principles, HSSE policies and Manual of Authority
• Ensure compliance with ISO standards (ISO 9001, ISO/TS 16949, ISO 14001, ISO 27001)
• Maintain effective operational controls through process risk reviews and preventive measures
• Support IT security controls and data governance requirements

Skills, Knowledge & Experience

Education & Experience

• Bachelor’s degree preferred (Business‑related) or equivalent experience
• Strong end‑to‑end knowledge of customer lifecycle processes

Skills

• Strong customer‑first mindset
• Advanced analytical, problem‑solving and stakeholder management skills
• Ability to manage multiple priorities under time pressure
• Strong communication skills with resilience, professionalism and attention to detail
• Continuous improvement mindset and openness to coaching and feedback

Systems & Tools

• Experience with GSAP, CS&A, Salesforce, EVIAS etc. pricing and billing systems, BI tools (or equivalents)
• Strong proficiency in Microsoft Excel, PowerPoint and reporting tools

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