Loading Support Services Specialist

Responsibilities

• 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.

Benefits

Additional Information

, Philippines Job Family Group: Commercial and Retail Worker Type: Regular Posting Start Date: June 18, 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.

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