CSS Mobility B2C UK

, Poland

Job Family Group:

Commercial and Retail

Worker Type:

Regular

Posting Start Date:

June 23, 2026

Business Unit:

Downstream and Renewables

Experience Level:

Early Careers

The annual base salary range for this position:

zł69,600.00 - zł105,600.00

Individual pay will be based on various factors such as relevant work experience, education, certifications, skill level, seniority, and internal equity.

Job Description:

CSS Job Description Mobility JG8
Job Purpose
Customer Success Specialist (CSS) is empowered to manage customer experience, relationship and satisfaction across the end-to-end journey of our customers. This job sits across the Deal Management and Order to Cash journeys forming a critical part of the Customer Fulfilment Cycle with the focus on customer satisfaction. It delivers end-to-end customer support, from contract and account set-up, through to order and payment. CSS works in line with CO vision Powering Best-In-Class Experience at a Competitive Cost through Smart Operations. Underpinned by brilliant basics, HSSE, inclusion and our core values behavior of performance, discipline and simplification embedded with each pillar
Key business serviced are: Mobility. These activities cover all customers / partners in respective businesses. The broad accountability of this role is to take ownership, drive accountability, and demonstrate and communicate improvements for our customer journey. This means being a single focal point for our customer and other business partners.
The CSS is accountable for a certain customer / partner portfolio (mirroring one or more AM portfolios where applicable) to drive accountability/ownership for this portfolio. This is a key enabler to drive best-in-class CX and to ensure maximum customer-centricity.
This role may focus on some or all the accountabilities below, depending on the respective businesses size and complexity:
• Deal Management
o Master Data Set-up and Amend
o Data Integrity Management
o Enforcing company’s policy and contracts
o Ensuring compliance (Data privacy, trade compliance, SDS, etc)
o Troubleshooting
• Order to Cash
o Order Management
o Touchless Support and Set-up
o Dispute Management
o General Inquiries and Feedback
o Meeting and/or managing customer’s expectations
o Building strong relationships and creating partners (customers) for life
o Getting as much information and notes as necessary to understand customer’s issues and to drive resolution and improvements
• Driving digital strategy of Customer operations
Job Knowledge, Skills and Experience
Specific business knowledge will be an asset
Business
Ability to enhance team performance and customer satisfaction, proactively share improvement and CI ideas, utilizing visual management tools like huddle and visual boards. Drive process improvements with team support, promote a CI mindset, and understand customer needs through data and feedback. Propose customer-centric solutions, resolve non-standard cases, and demonstrate proactive behavior to meet customer needs. Recognize personal contributions to the company's brand and maintain strong knowledge of market CVPs and promotional solutions.
Digital
Ability to enhance digital communication and data management, work with customer master and transactional data, and use various digital channels and tools like chat, bots, social media, and e-commerce platforms. Support the creation and maintenance of bots and communication channels, improve digital platforms, and analyze dashboard data. Propose automation ideas, identify repetitive tasks, and have basic digital tools knowledge to support sales discussions
Collaboration
To foster a collaborative and proactive work environment, team members should actively participate in discussions, adjust priorities to support team goals, and collaborate virtually with customers and sales. They should present a positive mindset, support new joiners, and show resilience. Additionally, they should find solutions to queries, identify problems, and engage in continuous improvement. Team members should also be team players, report issues, share knowledge, and engage in organizational initiatives. Understanding business strategies and promoting core values are essential, along with being curious, learning from experiences, and collaborating across boundaries.
Leadership
To support business goals and promote a positive work environment, understand the Class of Business and CO ambitions, and connect daily activities to marketing strategies. Translate business strategies to your area, manage complex issues with full ownership, and engage stakeholders. Participate in meetings, promote core Shell values, and be curious and collaborative. Learn from experiences, uphold integrity, and deliver integrated solutions. Encourage others to speak up and create networks to achieve business goals.
 

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