Customer Success Specialist – DM

• , Philippines
• Job Family Group:

• Customer Operations
• Worker Type:

• Regular
• Posting Start Date:

• September 30, 2026
• Business unit:

• Downstream and Renewables
• Experience Level:

• Early Careers
• Job Description:

What’s the role

This role sits within the Deal Management Journey and is a critical part of the Customer Fulfilment Cycle. It supports the delivery of Shell’s Customer Value Proposition by partnering with Account Managers to onboard customers, manage contract changes throughout the contract lifecycle, and ensure accurate pricing and contract administration. The role plays a key part in providing a seamless, best-in-class customer experience, making it easy for customers to do business with Shell.

What you’ll be doing

Contract Management

• •Partner with Account Managers to provide pre-offer, offer, and contract management support for both standard and non-standard agreements, ensuring compliance with established playbooks and procedures.
• •Manage contract legal and fiscal requirements in collaboration with local legal stakeholders.
• •Follow up directly with customers to obtain missing contract documentation.
• •Ensure contracts are executed, stored, and maintained in accordance with local regulatory and business requirements.
• •Monitor contract performance as part of the Supply Chain Management (SCM) process.
• •Own contract archiving, documentation governance, and contract termination activities.

Pricing Management

• •Manage and maintain end-to-end pricing data, including pricing validation, price adjustments, rebates, chargebacks, investment deals, invoice accuracy, and resolution of pricing-related disputes and errors.
• •Support pricing activities for Distributor DFOA customers.

Issue Resolution & Troubleshooting

• •Provide "One Team" support to Sales by owning and resolving deal management issues from identification through resolution.
• •Conduct root cause analysis and implement sustainable corrective actions.
• •Act as the owner of customer complaint resolution and provide feedback to Order-to-Cash teams for customer communication.

Master Data Management

• •Maintain sales hierarchies, contract registers, and banding compliance.
• •Create, update, and maintain customer master data records.
• •Serve as the resolution owner for master data disputes, coordinating with business partners, stakeholders, and customers to ensure timely resolution.
• •Process invoice adjustments within delegated authority levels and in consultation with management.
• •Process manual vouchers received during offline retailer card transactions.
• •Manage product lifecycle data, including product inclusions, exclusions, and listings to support customer and business requirements.

Data Integrity Management

• •Ensure the accuracy and integrity of master data records.
• •Review Data Quality Score (DQS) reports, correct data issues, and monitor performance against agreed service levels.

Digital & Touchless Setup

• •Lead touchless customer onboarding and system-to-system integrations, including BCI, EID, OCR, and EDI solutions.
• •Collaborate with customer IT teams and internal stakeholders to resolve integration issues and ensure seamless implementation.

What you bring

• •Bachelor’s degree in business, Management, Finance, Marketing, or a related field preferred.
• •Previous experience in customer service, operations, account support, or a similar customer-facing role.
• •Proficiency in Microsoft Office applications, particularly Excel, Word, and Outlook.
• •Strong customer focus with the ability to understand customer needs, deliver excellent service, and balance customer expectations with business policies and procedures.
• •Demonstrated commitment to continuous improvement, with a proactive approach to identifying efficiencies and enhancing processes.
• •Excellent communication, stakeholder management, and relationship-building skills, with the ability to collaborate effectively across teams and with customers.
• •Adaptable and receptive to feedback, with a growth mindset and a willingness to learn, develop, and continuously improve performance.
• •Strong attention to detail, organizational skills, and the ability to manage multiple priorities in a fast-paced environment.

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DISCLAIMER:

Certain positions within the organization may be subject to post-employment restrictions, including non-compete obligations. Additional details will be provided during the recruitment process where applicable.

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.