, Philippines
Job Family Group:
Commercial and Retail
Worker Type:
Regular
Posting Start Date:
July 2, 2026
Business Unit:
Experience Level:
Early Careers
Job Description:
What’s the role
Loading Support Services (LSS) provides 24-hour support to Shell Distribution terminals, Outside Supply Points, Fuels Sales & Marketing, and the Distribution business. LSS team provides information and receives guidance from the Demand Management team for most loading issues. LSS Specialist directly interfaces with various internal and external groups to communicate with our customers efficiently and effectively, outside supply point terminal contacts, and Sales Managers to ensure we provide the best customer support possible.
The purpose of this support activity is to enable safe and accurate product lifting at terminals, troubleshoot and determine the root cause of loading issues, to facilitate the most effective use of terminal automation systems by terminal personnel and others, and to help ensure these systems operate as intended by troubleshooting and effectively resolving problems or elevating issues to second-level support.
- The role is highly customer focused, and the successful candidate will need to be adept at handling difficult calls and maintaining a positive can-do attitude.
- The LSS Specialist works in a "call center" environment.
- The LSS Specialist answers incoming phone calls from drivers, terminal operators, external and internal customers. Each call should be handled per defined procedures and a ticket is entered for each call.
- In addition, the LSS Specialist monitors a team email inbox and monitors various systems. Most issues are researched and resolved by the LSS Specialist on the first call.
What you’ll be doing
As an LSS Specialist, your accountabilities will include:
- Provide analytical assistance to drivers or customers that has loading issues that may be related to customer set-ups.
- Provide first level support (24 x 7, 365 days a year) for all Shell Distribution terminals and Outside Supply Point terminals.
- Monitor various systems, such as TMS and TABS.
- Monitor communication of data coming in and going out to our Shell distribution terminals and TABS sites and understands the importance of timely transmission of data.
- Support various internal customers.
- Identify and analyze issues/problems to determine the appropriate level of response or involvement needed from other support groups.
- Prioritize problems and responds to them according to the business urgency. This requires troubleshooting activities.
- Provide advice, counsel, and guidance to users for all aspects of terminal operations. This includes areas of business processes and most system related questions, so technical skills are needed.
- Understand and supports the Mobility business, Distribution business, and Terminal Automation systems.
- Manage customer request from both phone and email communication channel.
What you bring
We are keen to speak with individuals who will have:
- Bachelor’s Degree
- Working knowledge of all/some of the key systems such as DTN TABS, GSAP, and Sales Force is preferred but not required.
- Ability to understand and communicate IT-related processes and issues, so need to have capability to understand technical issues.
- Proficiency with PC's and Microsoft Office suite.
- Background in call-centre operations (voice account and non-voice account) is preferred.
- Language: English proficient (business speaking and writing)
- Ability to work in shifting schedule including night shift.
What we offer
You bring your skills and experience to Shell and in return you work with talented, committed people on one of the most important challenges facing our planet. You’ll have the opportunity to develop the skills you need to grow in an environment where we value honesty, integrity, and respect for one another. You’ll be able to balance your priorities as you become the best version of yourself.
- Progress as a person as we work on the energy transition together.
- Continuously grow the transferable skills you need to get ahead.
- Work at the forefront of technology, trends, and practices.
- Collaborate with experienced colleagues with unique expertise.
- Achieve your balance in a values-led culture that encourages you to be the best version of yourself.
- Benefit from flexible working hours, and the possibility of remote/mobile working.
- Perform at your best with a competitive starting salary and annual performancerelated salary increase – our pay and benefits packages are considered to be among the best in the world.
- Take advantage of paid parental leave, including for non-birthing parents.
- Join an organisation working to become one of the most diverse and inclusive in the world. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply.
- Grow as you progress through diverse career opportunities in national and
- international teams.
- Gain access to a wide range of training and development programmes.
We'd like you to know that Shell has a bold goal: to become one of the world’s most diverse and inclusive companies. You can get to know more about how we're working towards that goal, click here.
We are committed to attracting a broader and more diverse pool of candidates. If this position doesn’t feel like the perfect fit for your qualifications right now, we’d still love to hear from you. Consider creating a profile in our Talent Community so we can keep you in mind for future opportunities that may align with your skills.
Shell Business Operations Manila
Shell Business Operations (SBO) Manila forms the operational backbone of business processes that help deliver Shell’s business solutions across the globe. We are focused on driving excellent corporate performance in Finance, Human Resources, Customer Service, Order-to-Delivery, and Contracting and Procurement. Diversity is key at SBO Manila, and our employees reflect the innovation that stems from a diverse workforce. By joining the company, you will benefit from an industry-leading development program that will see you tap into a pool of expert knowledge that will help propel your career.
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DISCLAIMER:
Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Shell/Shell Group companies around the world. The Shell Group and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Shell. Anyone who demands such a fee is not an authorised Shell representative and you are strongly advised to refuse any such demand. Shell is an Equal Opportunity Employer.
