Customer Success Specialist (French) - 12-month fixed-term

, Poland

Job Family Group:

Customer Operations

Worker Type:

Regular (FTC) (Fixed Term)

Posting Start Date:

June 26, 2026

Business Unit:

Downstream and Renewables

Experience Level:

Early Careers

Job Description:

Note: This is a 12-month contract with potential extension of up to 18 months. This role follows a hybrid work setup, with an expectation to work from the office at least three days per week.

What’s the role

As a Customer Success Specialist – French (internally referred to as CSS FR Lubes), you will play a pivotal role in shaping and delivering an outstanding end-to-end customer experience. You will be responsible for managing customer relationships and satisfaction across the full lifecycle, spanning Deal Management and Order-to-Cash processes. This role is integral to the Customer Fulfilment Cycle, providing seamless support from contract and account set-up through to order fulfilment and payment. You will deliver customer support that is consistent, adaptive, reliable, and easy, ensuring a high-quality experience at every touchpoint.

Your scope includes engagement across all customer segments, from Key Accounts to Platinum Customers. As a single point of contact for locally driven processes requiring French language expertise, you will collaborate closely with customers, Sales teams, Process Experts, Credit, and LSC to ensure smooth operations and effective issue resolution.

In this role, you will take full ownership of your assigned customer portfolio (aligned with one or more Account Manager portfolios). You are expected to drive accountability, proactively identify improvement opportunities, and clearly communicate enhancements to the customer journey. This ownership is critical to enabling best-in-class customer experience, maximizing customer centricity, and building strong, high-quality business partnerships.

What you’ll be doing

• Deal Management

  • Manage contract lifecycle, including setup, updates, and maintenance

  • Handle manual pricing and ensure accuracy

  • Maintain customer master data and uphold data integrity

  • Enforce company policies and contractual terms

  • Ensure compliance (data privacy, trade compliance, SDS)

  • Troubleshoot and resolve process issues

• Order-to-Cash

  • Process and manage customer orders for timely fulfilment

  • Support touchless order processes and system optimization

  • Resolve quantity disputes and billing issues

  • Coordinate credit-related activities

  • Handle customer inquiries and feedback

  • Ensure invoice accuracy and support timely payments

  • Build strong customer relationships and manage expectations

  • Capture insights to drive issue resolution and continuous improvement

• Sales Support

  • Manage an assigned customer portfolio

  • Maintain relationships through virtual engagement

  • Support key sales processes in line with business needs

  • Provide data-driven insights to support sales decisions

What you bring

• Bachelor’s degree in any related field

• Fluency in French (mandatory) and proficiency in English

• Experience in Customer Operations is an advantage

• Strong customer service and interpersonal skills, with the ability to remain professional under pressure

• Proven ability to build and maintain effective relationships with stakeholders (e.g., Account Managers) and handle challenging customer situations

• Open to candidates without direct experience who demonstrate a strong learning mindset and willingness to grow in the role

Benefits Overview:

The salary band for this role is 7 000 - 10 400 PLN gross monthly.

Since your duties require regular use of French language, you will be entitled to a language bonus of 2 000 PLN gross monthly.

We offer an annual performance bonus paid in February, along with a comprehensive benefits package. This includes Shell-sponsored medical and life insurance, with options to extend coverage at competitive rates. Our employees benefit from a diverse and inclusive culture where care and wellbeing are a priority. Our employees enjoy vacation benefit, three additional Personal Leave Days, dedicated wellbeing spaces, subsidized canteen, 24/7 access to psychologist, a Cafeteria program and sports cards. 

We foster integration through team activities, employee clubs, and networks. Our hybrid work model is supported by a Workplace Accessibility program, and we offer access to online learning platforms and a broad range of development resources. Additional benefits include participation in a voluntary long-term savings plan (PPK), discounts on pension products (IKE/IKZE) and a discounted share purchase program.

If you don't see yourself fully reflected in every job requirement listed on the posting above, we still encourage you to reach out and apply. Research has shown that women and underrepresented groups often only apply when they feel 100% qualified. We are committed to creating a more equitable, inclusive and diverse company and we strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply.

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