Pawel Cyganik

Customer Facing role handling enquiries regarding the use and application of the e-Business Tools (e.g. e-Router, e-Serve, automated VMI, Web portal functionality, including problems accessing services) Local CSC e-Commerce Subject Matter Expert and Super User, with an intimate knowledge of the e-Tools, applications and functionality

-Taking part in User Acceptance testing and functional training

-Work with or contribute to various business interfaces on next generation e-Commerce tools, specifically the CS requirements, with the aim to make it easy to do business with Shell via the digital channels; including piloting new solutions

-Being Customer Service communication focal point for all touchless channels related to Shell’s Customer Service provision and cascading this information to the appropriate Business Partners

-Promoting e-Commerce usage with customers, including proactive campaigns

-Engaging in new e-Router projects to facilitate deployment and handover from project team to run and maintain as a resource in the working environment

-Specialist position with the responsibility in being the first line support for internal customers with eServe process/system questions or issues; work with Process Experts and Lead Super Users to ensure effective delivery, and communication of changes related to directly impacted End Users

-Support role in eServe testing & daily calls about progress in retrofit testing

-Testing (via HPQC v. 10.26 and 11.00): eServe. IVR/CIM

-Onboarding and training of Shell staff in the process area and systems, including any changes to process and systems resulting from upgrades or fixes - main focus: Shell eServe

-Cooperation and support for other super users in all Shell business centers when raising test system access request or high severity tickets regarding logging to eServe

-Supporting tasks as running Daily Business Controls (list of sales orders, blocked orders, incomplete orders etc.) or translations of the instructions of Shell eServe from English into German; making update to incorrect translations that have been published after eServe go live

-Cooperation with IT, Marketing, Sales, Customer Care and Web Content teams to drive improvement projects through to completion

-Member of Account Billing Payment team. Customer Service in area of sending invoices' to the customer, checking fuel commissions and refunds; account information about due positions, invoice complaints and general account clarification; complaints administration

-Update of customer master data in CRM System