India Job Family Group Commercial and Retail Worker Type Regular Posting Start Date September 29 2025 Business unit Downstream and Renewables Experience Level Early Careers What s the role Customer Operations is the umbrella organization for the Downstream customer-related processes which encompasses the entire chain of customer-facing activities We partner with more than a dozen Downstream businesses and functions including Lubricants Marine Aviation Specialties Retail Fleet Solutions Trading Supply Finance Operations and Credit Customer Operations make a huge impact on our customer s experience and our businesses performance through our interactions This job plays a critical role in delivering for the customer so our customers choose Shell more often and in preference to our competitors and ultimately generating higher returns for Shell The COS Order to Cash supports our customer s daily operations delivering all relevant services to the customer from product ordering till collection of cash The COS Order to Cash owns ordering delivery invoicing and cash collection process This role makes sure Customers find it easy to do business with Shell by providing a best-in-market Customer experience What you will be doing This role may involve some or all the responsibilities listed below depending on operational needs The businesses supported include but are not limited to Global Commercial Commercial Fleet and Retail sectors The role encompasses servicing all customer tiers including Key Accounts and Platinum Customers with a primary focus on managing inbound calls emails and chat Place and amend orders liaising with fuels lubricants supply chain credit service partners as required Manage delivery of orders - take ownership of delivery status enquiries and troubleshooting proactively track and update Business Partners as required Handle and resolve all queries from Customers Schedule standard and non-standard orders Process Returned Product Block Order Management - Monit