WELCOME TO THE CUSTOMER SERVICE CENTRE ( ?· customer service centre (csc) and distribution support…

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  • 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

  • Shell UK Retail RESTRICTED

    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

  • Shell UK Retail RESTRICTED

    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)

  • Shell UK Retail RESTRICTED

    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

  • Shell UK Retail RESTRICTED

    TOUCHPOINTS PHONE AND EMAIL

    Retail - GP

    OTD - DSSS

    Cards CF

    SDC

    JCI

    Wincor

    Legend:

    Email:

    SSIVR

    Team Inbox

    Retail General Public retailenquiries-uk@shell.com Generalpublicenquiries-uk@shell.com

    Cards Commercial Fleet generalcardretailersrequests-uk@shell.com

    OTD Distribution Scheduling SSSCMLA-DSSS-RETAILERS@shell.com

    * *

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

    mailto:retailenquiries-uk@shell.commailto:retailenquiries-uk@shell.commailto:retailenquiries-uk@shell.commailto:Generalpublicenquiries-uk@shell.commailto:Generalpublicenquiries-uk@shell.commailto:Generalpublicenquiries-uk@shell.commailto:generalcardretailersrequests-uk@shell.commailto:generalcardretailersrequests-uk@shell.commailto:generalcardretailersrequests-uk@shell.commailto:SSSCMLA-DSSS-RETAILERS@shell.commailto:SSSCMLA-DSSS-RETAILERS@shell.commailto:SSSCMLA-DSSS-RETAILERS@shell.commailto:SSSCMLA-DSSS-RETAILERS@shell.commailto:SSSCMLA-DSSS-RETAILERS@shell.com

  • Shell UK Retail RESTRICTED

    TOUCHPOINTS CONTD - 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

  • Shell UK Retail RESTRICTED

    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 SSSCMLA-DSSS-RETAILERS@shell.com

    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

    mailto:SSSCMLA-DSSS-RETAILERS@shell.commailto:SSSCMLA-DSSS-RETAILERS@shell.commailto:SSSCMLA-DSSS-RETAILERS@shell.commailto:SSSCMLA-DSSS-RETAILERS@shell.commailto:SSSCMLA-DSSS-RETAILERS@shell.comhttps://www.eserve.shell.com/UserManagement/Login.aspx

  • Shell UK Retail RESTRICTED

    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 sites 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

  • Shell UK Retail RESTRICTED

    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

    ests-uk@shell.com

    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

    Retailenquiries-uk@shell.com

    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 Retailenquiries-uk@shell.com

    Eserve Contact Shell Create

    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

    mailto:Generalcardretailersrequests-uk@shell.commailto:Generalcardretailersrequests-uk@shell.commailto:Generalcardretailersrequests-uk@shell.commailto:Generalcardretailersrequest