Principal Accountabilities

a)     Maintain a regular call cycle to existing DHL Customers to build strong, multi-level relationships within the company to maintain existing DHL sales revenue as customers continue to trade.

b)     Probe, question and understand completely the customer needs and requirements to understand where DHL’s service offering can add value to the customers business.

c)     Identify potential, negotiate and persuade accordingly existing customers to maximize their use of DHL’s services to generate additional sales revenue from existing customers.

d)     Source and action new business leads and persuade potential customers to utilize the DHL services to generate additional sales revenue from new customers.

e)     Monitor credit issues and liaise with Finance Department and be aware of issues with no payment and take action where necessary to ensure outstanding money is collected.

f)      Update and maintain call details on DHL tools, ensure appropriate internal forms are updated so that all information is accessible for future reference and monitoring.

g)     Take ownership of service failures and ensure the correct person resolves the issue so that all customer complaints and problems are handled quickly and efficiently.

h)     Analyze figures and reports and spot trends and identify issues and take appropriate action where necessary to maximize revenue by addressing issues early.

Nature and Scope

a)     Context

The telesales team works together in the Country Office. The team is expected to grow the revenue from small to medium customers through a telephone relationship. At the same time, the function of the team is also to provide support to the Field Sales team and to provide quality leads for high potential customers.

b)     Reporting Relationships

The Tele sales Executive reports directly to the senior Commercial Manager.

c)     Contacts

Internal

Sales team

Customer Service

Customer Accounting

Operations

Sales Management team

Air Operations

External

DHL existing customers

DHL network

d)     Problem Solving

There will be many issues that need resolving. Potential customers will have price and service objections that will need to be resolved in order to secure the business. There will also be service issues, billing queries, and other ad hoc problems that will arise.

The core function of a Tele sales executive is to delight the customer by providing the highest possible level of service. This means that all problems must be handled in a fast, efficient and professional manner. In the cases where the agent cannot resolve the issue personally, the senior management is always available to assist.

e)     Decision Making

When negotiating rates and contracts, Tele sales executives are authorized to offer a set range of contract prices. If there is a requirement to offer a higher level of discount to secure the business, then relevant management approval is required. The same applies to problem solving where FOC shipments, credit notes or other solutions are required.

In general, agents are encouraged to make their own decisions wherever possible, within the set guidelines.

f)      Planning and Organization

Agents are responsible for planning their own calls cycles and daily calls. There is a set guideline for total calls and who must be contacted in a monthly period, but the way in which this is broken down to a daily level is the responsibility of the agent.

The planning and organization will be monitored by the Senior Commercial Manager.

g)     Job Challenge

The most consistent, regular challenge to overcome is that of price. The most demanding part of the position is to make the customer value the service of DHL enough to pay the premium required to use DHL. This requires the Tele sales executive to act as a consultant, to understand the needs of the specific company they are dealing with, and to recognize the implications of DHL’s service on their business. Once these implications are understood, the difficult part is to make the customer recognize these and be prepared to pay for the service difference.

Knowledge, Skills and Experience

Education

A bachelor’s degree or equivalent work experience preferable business related

Experience

Telephone / Sales experience in a multi-national company with customer interface experience essential.

Driving license an advantage

1 to 2 years of DHL experience (if transferred within)

Technical Knowledge/Skills

Great English communication skills – written and oral

Excellent PC skills (MS Word & Excel)

Numerically literate

Thorough knowledge of DHL products, services, shipments, rates, discounts and competitor services

Personal Attributes

Well-developed communication & selling skills

Professional Telephone Behavior

Customer Services attitude (controlled temperament)

Dedicated, Hardworking and Enthusiastic

Flexible and prepared to work long hours

Reliable

Ability to work under pressure