LSS Specialist

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What’s the role

The Loading Systems Support (LSS) Specialist plays a critical role in ensuring safe and accurate product loading operations across terminals. The role supports terminal personnel and customers by troubleshooting loading issues, identifying root causes, and maximizing the effective use of terminal automation systems. Working in a highly customer-focused, call center environment, the LSS Specialist handles incoming calls from drivers, terminal operators, and internal and external customers, while monitoring shared inboxes and system alerts. Most issues are resolved during the initial interaction, with more complex cases escalated to second-level support as needed.

What you’ll be doing

• The Loading Systems Support (LSS) Specialist provides first-level support for Shell Distribution and Outside Supply Point terminals, ensuring uninterrupted operations 24/7, 365 days a year. The role assists drivers and customers in resolving loading issues, including those related to customer setups, through effective troubleshooting, root cause analysis, and issue resolution.
• The LSS Specialist monitors critical systems such as TMS and TABS, ensuring the timely and accurate transmission of operational data across terminal networks. The role supports a broad range of internal and external stakeholders by assessing issues, determining the appropriate response, and coordinating with specialist support teams when escalation is required. Based on business impact and urgency, the LSS Specialist prioritizes and resolves incidents while providing guidance on terminal operations, business processes, and system-related inquiries.
• Success in this role requires a strong understanding of Distribution operations, the Mobility business, and Terminal Automation Systems, combined with excellent customer service, problem-solving, and technical support skills. The position manages customer requests through both phone and email channels, delivering responsive and effective support to maintain operational continuity.
• Challenges: This role operates in a 24/7 support environment and requires flexibility to work night shifts, weekends, and public holidays (both U.S. and Philippine holidays). Work schedules are currently rotated every four months to support business and operational requirements.

What you bring

• Bachelor's degree in any discipline.
• Familiarity with key systems such as DTN TABS, GSAP, and Salesforce is an advantage, but not required.
• Ability to understand, analyze, and communicate technical issues and IT-related processes effectively.
• Proficient in Microsoft Office applications and general PC operations.
• Previous experience in a customer support or call center environment (voice and/or non-voice) is preferred.
• Strong English communication skills, both written and verbal, with the ability to interact professionally with diverse stakeholders.
• Willingness and flexibility to work on a rotating shift schedule, including night shifts, weekends, and holidays.
• Strong problem-solving, troubleshooting, and customer service skills, with the ability to perform effectively in a fast-paced support environment.

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DISCLAIMER:

Certain positions within the organization may be subject to post-employment restrictions, including non-compete obligations. Additional details will be provided during the recruitment process where applicable.

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