دوام كاملفي المقر5+ سنوات
Marunouchi
عن الوظيفة
Tokyo, Japan
Job Family Group:
Customer Operations
Worker Type:
Regular
Posting Start Date:
October 19, 2026
Business Unit:
Downstream and Renewables
Experience Level:
Experienced Professionals
Job Description:
Role Overview
The Customer Service Centre (CSC) is responsible for activities from order receipt through billing for Shell lubricants and greases, including:
· Order management, including order confirmation, cancellations, changes, and inventory checks
· Customer communication (inquiry handling is outsourced)
· Internal support, including responding to inquiries from branch offices and the Supply team, and coordinating inventory
· Management of billing and pricing master data
· Administration of systems such as order entry systems, SAP, EDI, and OCR
· Improvement of customer satisfaction through enhanced service capabilities
· Sales support through customer data analysis and provision of insights to the Sales team
· Marketing support, including report distribution and delivery-date response emails
Note: Transportation and logistics activities are managed separately by the Supply team.
Key Responsibilities
The primary responsibility of this role is to lead the CSC master data, CRM, controls, and continuous improvement functional area and translate Customer Operations strategy and objectives into executable functional plans. The role is accountable for delivery of these plans, governance and control effectiveness, cross-functional alignment, and realization of measurable improvements in customer experience, data quality, compliance, and operational efficiency.
1. Governance of Master Data and CRM-Related Areas
Own and lead the CSC master data, CRM, and control functional area across SAP and related systems, setting priorities and direction within agreed Customer Operations policies, objectives, and control requirements.
· Translate Japan business strategy, Customer Operations priorities, and control requirements into functional plans, system requirements, implementation roadmaps, and success measures, and remain accountable for their realization.
· Define the governance framework and operating model for SAP-related and CRM systems, including Salesforce, telephony systems, and Sansan.
· Establish, approve, and maintain business processes, operating models, controls, decision rights, and system operating procedures for new or changed activities, exercising autonomy within delegated authority.
· Determine the business response to system incidents and specification changes by assessing customer, compliance, data, and operational impact, setting priorities, defining mitigation and recovery strategies, and coordinating implementation with global and local stakeholders.
· Set and govern standards for data fields, data-entry rules, process controls, system usage, and data ownership, and ensure consistent adoption across the CSC and the outsourced service provider.
· Define the master data control framework and quality standards, determine remediation priorities for material gaps, and ensure sustainable preventive actions are implemented and embedded.
2. Data Analysis and KPI Management
· Define the CSC performance and control reporting framework, including relevant KPIs, success measures, reporting priorities, and escalation thresholds, and provide operational input to departmental decisions.
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