WELCOME TO THE CUSTOMER SERVICE CENTRE (CSC…homepages.eurogarages.com/shell/files/welcome-to-the-csc-revised.pdf · customer service centre (csc) and distribution support scheduling

Shell UK Retail RESTRICTED

WELCOME TO THE CUSTOMER SERVICE CENTRE (CSC) AND DISTRIBUTION SUPPORT SCHEDULING SERVICES (DSSS)

Karianne H. Clemente UK Retail Project Implementer

Use this area for cover image (height 6.5cm, width 8cm)

April 2015 1


AGENDA

Definition of Roles

Customer Service Centre – Retail-General Public (GP) and Cards Commercial Fleet (CF)

Distribution Scheduling Support Services (DSSS)

Touchpoints

Phone and Email

Eserve

Orders, Delivery and VMI Enquiries

Back-up Procedure for Stock Reading Issues

Accounts, Bill, Pay, and Pricing Enquiries

Document Copies

System Access and Support (Eserve)

General Public Enquiries, Feedback, and Complaints

Retail Tell Shell

April 2015 2


DEFINITION OF ROLES – RETAIL-GENERAL PUBLIC (GP) AND CARDS COMMERCIAL FLEET (CF)

Retail – General Public: Standard order processing and non-VMI delivery related enquiries - Raise Retailer/Dealer disputes for resolution

- Assist, investigate, and resolve enquiries, feedback, and complaints raised by the General Public

Cards Commercial Fleet: -Provides SBTI copies and card handling fee breakdown - Provides manual authorization code for declined fuel card transactions

- Assist, investigate and resolve enquiries relating to fuel card transactions (i.e. pump crossover)

- Provides ‘in the moment’ and ‘off the floor’ coaching

to CSPs

- Process knowledge custodian

- Functional training facilitation

-

- Manages team performance

- Stakeholder engagement

- People development

Team Leader (TL)

Retail – General Public (GP) Customer

Operations Coach (COC)

13 Retail – General Public (GP) Customer Service Professionals

(CSPs)

Cards Commercial Fleet (CF) Customer Operations Coach

16 Cards Commercial Fleet (CF) Customer

Service Professionals (CSPs)


DEFINITION OF ROLES – DISTRIBUTION SCHEDULING SUPPORT SERVICES (DSSS)

Scheduling

• FUTURE • Plans deliveries for

tomorrow and endorses the schedule to the hauliers for dispatching

Distribution Scheduling Support

Service (DSSS)

• PRESENT • Actions any

‘variations to plan’ or scheduling amendments that happen to the schedules

• Customer facing role

Scheduling Administration

• PAST • Reconciles product

liftings from different terminals versus total volume delivered to different customers

PROCESS OVERVIEW


TOUCHPOINTS – PHONE AND EMAIL

Retail - GP

OTD - DSSS

Cards CF

SDC

JCI

Wincor

Legend:

Email:

SSIVR

Team Inbox

Retail – General Public [email protected] [email protected]

Cards Commercial Fleet [email protected]

OTD – Distribution Scheduling [email protected]

* *

*Operating hours: Monday to Friday (except UK holidays) between 8:00 AM to 5:00 PM GMT

mailto:[email protected]















TOUCHPOINTS CONT’D - ESERVE

Subjects Relevant to Retail Request Routes To

Delivery Status Enquiry - Fuels OTD – Distribution Scheduling

VMI Run-out and Enquiries – Fuels

Feedback and Issues

Retail - GP

Document Copies

Problems with Accessing Services

Invoice Queries and Disputes

Account Invoice and Payment Enquiry

Order Enquiries


ORDERS, DELIVERY, AND VMI ENQUIRIES

Vendor Managed Inventory (VMI)

Non-Vendor Managed Inventory (Non-VMI)

SERVICES MONDAY TUESDAY WEDNESDAY THURSDAY FRIDAY SATURDAY SUNDAY

OPE

RATI

NG

HO

URS

• URGENT ORDERS • MANUAL ORDERS • OTHER INQUIRIES • ANTICIPATED CHANGES TO SALES PATTERNS (i.e. local events)

08:00H – 17:00H** 09:00H - 13:00H CLOSED

• RUN OUT, LEFT-ON-BOARD REPORTING • ORDER CHANGES AND CANCELLATIONS • DELIVERY STATUS INQUIRIES • UNEXPECTED CHANGES TO SALES PATTERNS (i.e. pumps out of order, site nearby closing)

00:00H - 23:59H 7 days a week

COM

MU

NIC

ATI

ON

CH

AN

NEL

S

IVR

0844 892 1898

Option 1 - 3 Urgent Orders**| Manual Orders **| Run Outs | LOB Reporting | and other enquiries Option 1 - 2 Delivery Status inquiries - SSIVR (with valid order number) Option 1 - 2 - 2 Delivery Status Enquiries (without a valid order number) **

** Only available during normal office hours

EMAIL [email protected]

If there are no disruptions to operations please expect a reply to be sent in 1 Hour

Service Touchpoint Contact Instructions

Place Fuel Orders SSIVR Eserve

0844 892 1898 Options 1 – 1 https://www.eserve.shell.com/UserManagement/Login.aspx

Delivery Status Enquiries SSIVR 0844 892 1898 Options 1 – 2 (with a valid order number) 0844 892 1898 Options 1 -2 -2 (without a valid order number)

Order Changes and Cancellation Retail – GP 0844 892 1898 Options 1 – 5

Other Order Enquiries Retail - GP 0844 892 1898 Option 5






https://www.eserve.shell.com/UserManagement/Login.aspx


BACK-UP PROCEDURE FOR STOCK READING ISSUES

OtD detects if there are tank polls (or stock readings) not transmitting from tanks into VMI-FE. If this happens, OtD shall call site to validate the issue on missing polls and instruct way-forward.

Issues on Stock Readings and corresponding back-up procedures:

Type of Issue Back-up Procedure Who

1. Automatic polling fails but stock reading still available from veeder root or till

a. Only for affected tanks, stop automatic ordering in CROSS. Call and instruct customer to submit polls every 8am daily via DSSS until issue is resolved. (refer to contact details)

OtD

b. Submit polls every 8am daily via DSSS and contact contractor to repair issue Customer

c. Once automatic polling resume, advise customer to stop manual poll submission. (END) OtD

2. Automatic polling fails and stock reading cannot be read from either veeder root or till

a. Only for affected tanks, stop automatic ordering in CROSS and suspend deliveries (due to HSE) until issue is resolved.

OtD

b. Contact contractor to repair issue. Customer

c1. IF automatic polling repaired within 3 days, advise site that automatic ordering will resume (END). c2. ELSE, advise site to place Manual Order via DSSS for 1 week to re-establish site’s sales pattern. (refer to contact details)

OtD

d2. Only for affected tanks, place Manual Order through DSSS for 2 weeks. Customer

e2. After 2 weeks, advise site that automatic ordering has been resumed. OtD

Fairbanks VMI-FE Automatic Ordering (CROSS)

Stock readings (tank polls)

Sales readings

Normal data flow


ACCOUNTS, BILL, PAY AND PRICING ENQUIRIES

Concern Description SSIVR Options Email Contact Eserve

Contact Resolution

Owner

Information/ Documents to

provide

**Discrepancy on fuel/bank card reimbursements

Variance between what was

expected vs the amount

reimbursed

2 -2 Generalcardretailersrequ

[email protected]

NA

Cards CF will trigger

investigation to Retailer Billing

(Bill-to-Pay)

Sold to Ship to Transaction date Disputed amount Expected amount Specifiy if bank or fuel card End of day report Back office report of card sales per card type

**Incorrectly charged on fuel

invoice

Price or quantity issue 5

[email protected]

Eserve – Contact Shell – Create

Request – Invoice Queries and

Dispute

Retail-GP will trigger

investigation to Retailer Billing (Manual Billing) for pricing disputes Order to Delivery (Scheduling Admin) for quantity disputes

Sold to Ship to Document/Invoice number Transaction date Disputed amount and correct amount for pricing disputes Disputed volume and correct volume for quantity disputes

**Master data queries

Enquiries on Master Data

information like Email Address, Bank accounts,

etc.

5 [email protected]


Request – Account Invoice and Payment

Enquiry

Retail-GP will trigger the request to Retailer Billing (Customer Set-up

& Amend)

Sold to Ship to Details of the enquiry













Contact Resolution

Owner


provide

**Left on board/Manual order surcharge

Disputes and enquiries on a

surcharge billed 5

[email protected]



Dispute



(Manual Billing)

Sold to Ship to Document/invoice number Transaction date Disputed amount Kind of surcharge

**Site handover charges and

account finalisation

enquiries/disputes on the charges

during the handover period

or account finalisation

5 [email protected]



Dispute



(Bill-to-Pay)

Sold to Ship to Document/Invoice number Transaction date Disputed amount Expected amount (for account finalisation)

**Promotions

Enquiries or disputes

regarding credits due to promotion

5 [email protected]


Request – Account Invoice and Payment

Enquiry



(Manual Billing)

Sold to Ship to Document/Invoice number Transaction date Disputed amount Expected amount

ACCOUNTS, BILL, PAY AND PRICING ENQUIRIES – CONT’D












Contact Resolution

Owner


provide

**Manual admin cost

Enquiries or disputes regarding missing, delayed,

duplicate, or mismatched amount charged/credited

5 [email protected]



Dispute



(Manual Billing)

Sold to Ship to Document/invoice number Transaction date Disputed amount Expected amount

**Polling issues

Enquiries/disputes on any of the

following: Mismatched fuel figues Duplicate fuel transactions Delayed polling/missing fuels

5 [email protected]



Dispute



(Polling)

Sold to Ship to Document/Invoice number Transaction date Disputed amount Expected amount

**Fuel card handling/settle

ment fee

Queries on card handling or settlement fee charges (amount/timings), particularly if mismatched or duplicated Includes disputes on the rates applied to the customer

2 -2 Generalcardretailersrequ

[email protected]

NA

Cards CF will trigger


(Manual Billing)

Sold to Ship to Document/Invoice number Transaction date/period covered Disputed amount Expected amount Detailed reason of dispute














Contact Resolution

Owner


provide

**Chargeback on card

reimbursements

Queries on fuel card transactions debited from the dealers account

For Euroshell Card: 2 – 2 For All Star/Arval: 0870 419 3250

[email protected] Network@allstarc

ard.co.uk

NA Investigated by Cards CF

Sold to Ship to Document/invoice number Transaction date/period covered Disputed amount Detailed reason of dispute

Manual authorisation

Requests for authorisation code

on declined Euroshell card transactions

2 – 1 NA NA Handled by Cards

CF

Ship to Euroshell card number (19 digits) Product purchased Amount (GBP) Volume Decline reason


**All disputes have a Service Level Agreement of 5 business days to resolve








DOCUMENT COPIES

There are two navigation tabs on Eserve where the following documents can be obtained:

Includes last payment date and amounts, payment method and terms, account balance, and open order value

Invoice, credit memo, debit memo, invoice/debit cancellation, and credit memo cancellation

View and download copies of archived Certificate of Analysis documents

View and download copies of

archived Shell delivery notes

Document Touchpoint Format Available

Invoice, Credit, and Debit Memos

0844 892 1898 Option 5 [email protected]

PDF

Proof of Delivery (POD)

Certificate of Conformity (COC)

Statement of Account (SOA)

Certificate of Analysis (CoA)

Daily Settlement Advice (DSA)

Polling Summary Report (PSR)

Direct Debit Breakdown (DD Breakdown) XLS

Material Safety Data Sheet (MSDS) Eserve – Product Information http://www.epc.shell.com/default.asp?whichLang=EN PDF

Technical Data Sheet (TDS)

Self Billing Tax Invoice (SBTI) 0844 892 1898 Options 2 – 2 [email protected]

PDF

Secondary Contact Options for Document Requests:




http://www.epc.shell.com/default.asp?whichLang=EN





SYSTEM ACCESS AND SUPPORT (ESERVE)

Service Touchpoint Contact Instruction

Account registration – New to Eserve Eserve Website

https://www.eserve-cr.shell.com/HelpLibrary/en-GB/Registration/ENGLISH%20R2.3%20REGISTRATION%20AND%20SYSTEM%20REQUIRMENTS%20Help%20File%20NOV%2012.pdf

Request or Reset Password

Modify User Profile

For Superusers – Retail-GP 0844 892 1898 Options 4 – 3

For Normal Users – Superuser

Contact your Superuser

Navigation Usability

System Performance

Retail – GP 0844 892 1898 Options 4 – 3

Eserve Website

Eserve – Contact Shell – Create Request – Problems with Accessing Services

https://www.eserve-cr.shell.com/HelpLibrary/en-GB/Registration/ENGLISH R2.3 REGISTRATION AND SYSTEM REQUIRMENTS Help File NOV 12.pdf









GENERAL PUBLIC ENQUIRIES, FEEDBACK, AND COMPLAINTS

General Public Enquiries – questions or requests for information which may or may not be relevant to a Shell branded service station

Most Common General Public Enquiries:

Business Proposals

Recruitment Enquiries

Site location or information

Validation of scam emails and job offers

CCTV footage copy requests

Sponsorship

Why have a Feedback and Complaints Process?

Shell strives to satisfactorily supply and service all of our customers without any incidents or problems. However, the reality is that incidents and problems do occur

• Therefore, it is important that we offer all customers a timely resolution if something does go wrong

• The Feedback and Issues Process will ensure that all Complaints and Feedback received are dealt with and that a satisfactorily resolution is provided

Effective complaints management will help improve customer satisfaction and ensure that they remain loyal to Shell


GENERAL PUBLIC ENQUIRIES, FEEDBACK, AND COMPLAINTS CONT’D

**SLA of 4 working days to resolve with customer, 2 working days allowance for Dealer to investigate. Retail – GP may seek support from the TM in case of non-response unless advised that more time is needed to complete the investigation

Feedback and Complaints Process


GENERAL PUBLIC ENQUIRIES, FEEDBACK, AND COMPLAINTS CONT’D Fuels Quality Complaints - instigated when customers complaint points to the fuel they have

purchased from Shell branded service stations as the cause of their vehicle problems. FQ investigations are conducted by Retail – GP Customer Service Professionals

- Problems occurring with the customers’ vehicle can range from the vehicle breaking down on the forecourt, the vehicle not starting, lack of power when the accelerator is pressed and/or smoke emitting from the exhaust

- Retail – GP endeavours to complete investigation and revert with findings within 2 weeks

Information / Documents required to commence investigation:

To be provided by Document Example

Customer Completed FQ Questionnaire

Retailer / Dealer Completed Questionnaire on fuel delivery records

Dealer Wet Stock Reconciliation Report


RETAIL TELL SHELL

The Tell Shell program is about collecting, analysing, and acting on your feedback.

Following an interaction, your are able to provide feedback using

the survey URL. The survey asks the questions about your satisfaction with the following services provided by the Customer Service Centre or Distribution Scheduling Support Services: Ordering Delivery Invoicing In addition, the survey investigates problems that you may have encountered during business interactions. Analysing the feedback from you enables us to

identify areas for improvement improve the level of services and ultimately your

experience. understand and action what really matters to you


Q & A

April 2015 19


QUICK GUIDE

Orders, Delivery and VMI Quick Quide

CSC Contact Guide


RETAIL - GENERAL PUBLIC (GP)

LOVE

VIC – Ops Mngr. KATE – Team Lead

GINA – Customer Operations Coach

KARLA

KEYTIE LESTER LULU

ABI ARDEN CARL DENICE KAREN

MAJO MARK SHIRLS

~ Customer Service Professionals ~


CARDS COMMERCIAL FLEET (CF)

Team Leader- Classic

Mary Anne Florendo

Alyssa Magnaye Andrea Gante Bernie Flores

Cheng Sanchez Christine

Crabajales

Ciara Garcia Fritz Magno

Marie

Clavejo

Krishia Rioveros

Zylene

Ortaliza

Adrian Ampong

Keneth

Doquenia

Alvin Capistrano

Haneehlore Gemo

Ceazar

Melitante

Lea Sulayao

Customer Services Operations Manager - UK Vic Pascual III

Customer Operations

Coach

Bennie Amaya


ORDER TO DELIVERY – DISTRIBUTION SCHEDULING (OTD - DSSS) OTD Manager UK/N

CHRISTIAN BENDICIO

DSSS Team Lead JENIFFER DELA CRUZ

DSSS Operative YOLANDA AGUILAR

DSSS Operative MARIA CARLA

PERADILLA

DSSS Operative BILLY JOE QUIMPO

DSSS Operative REYLUIS REFORSADO

DSSS Operative MARK ALBERT DE SILVA

DSSS Operative

RONNIE ELARCOSA

DSSS Operative

CYRUS BANGCAYA

DSSS Operative

JILL BAGALAY


GENERAL PUBLIC ENQUIRIES, FEEDBACK, AND COMPLAINTS CONT’D What is a Feedback? What is a Complaint?

Feedback Complaint Any interaction from our customers wherein a comment/opinion is raised about Shell’s procedures, charges, employees, products or services without the expectation of a formal response from Shell

A customer notification, received via any of the communication channels, that expresses dissatisfaction or discontent related to any of the procedures, charges, employees, products or services provided by Shell, which the customer wishes to formally log as a complaint and to which a formal response is expected

It is an interaction wherein customers volunteer their opinion on how a certain service or product should perform or should be

Customers may want to raise a complaint when they receive products or services that do not meet their expectations

Feedback can either be negative or positive Complaints are negative comments

Not all customers who are dissatisfied with our services or products wish to raise a formal complaint. However feedback will be sent to any relevant parties and may still may require action to be taken

The details of the complaint are sent to the relevant parties and will require actions (investigation, corrective, or preventative actions) to be taken


GENERAL PUBLIC ENQUIRIES, FEEDBACK, AND COMPLAINTS CONT’D

• Shop Staff / Site Manager interaction (courtesy, knowledge, attentiveness, etc)

•Queueing Shop

•Pump metering / overfill •Fuel availability / Stock out issues •OPT reliability •Site design

Forecourt

•Carwash availability, quality of wash •Air machine and water availability, cost associated with air machine •Toilet availability and cleanliness

Facilities

•Issue with loyalty points not being awarded from eligible purchases •Problems with reward redemptions on site Loyalty

•Site participation to the promotion •Execution of promotion

Marketing and Promotion

•Fuels pricing •Implementation of HSSE and site policies (including inconsistent observance across the network)

•Compensation request for site incidents (claims)

Site Policy / CVP

Feedback and Complaint Drivers


GENERAL PUBLIC ENQUIRIES, FEEDBACK, AND COMPLAINTS CONT’D Indicators/factors that Retail – GP consider in identifying a possible fuel

contamination or quality issue

Positive indicators Negative indicators

More than 1 similar complaint received

No other similar complaints

Water level/content present in Wet stock reconciliation report

No water readings detected

Was there an ongoing delivery when the customer was filling up? Yes

No fuel delivery when the customer filled up

Was the volume in the tank significantly low for the customer to possibly draw some dirt/sludge/sediment from the fuel tank? Yes

The tank has considerably adequate fuel volume contained in tank before the customer’s time of purchase (*2000L above of fuel in the tank) *based on previously handled cases

Tanker delivery error No reported delivery error