Key activities

Overall goals / Typical measures

Customer

• Internal

• Ensure that lead originators are acknowledged and provided with feedback on the outcome of the lead.

• Complete activity reports to measure individual/department effectiveness.

• Coordinate and manage Direct Marketing Responses programmes and ensure appropriate follow up.

• Where appropriate, to successfully open accounts for new Direct Marketing Response customers.

Country Sales Function

• Ensure co-operation with other members of the sales team and throughout the sales force.

• Provide customer oriented service at all times relating to specific sales issues.

Stakeholder

• External

• Internal

Research Companies, Directories, External lead generation organizations

• Build and maintain strong vendor-client relationships.

Country Office (other departments: Couriers, Customer Service Agents, Field Sales Representatives, Tele Sales Representative, Marketing Department)

• Build and maintain strong internal relationships.

Process

• Qualify all internal and external lead sources in order to pass leads to the appropriate sales resource.

• Quantify express revenue potential and validate customer information and needs (segment) through using the globally agreed selection criteria to produce quality leads and accounts to ensure DHL achieves its overall sales/revenue objectives and targets.

• Raise relevant paperwork for the main customer database ensuring customer information is available throughout the organisation

• Maximise on all opportunities to secure new business by providing account facilities to customers through the lead qualification process.

• Adhere to regional standards and agreed procedures and processes

• Contact companies and individuals currently not holding an account, confirm customer details and identify traffic profiles thereby assessing quantity and quality of future business.

People - Management

• Incumbent has no direct reports and authority over country line and functional personnel. Nevertheless he/she must be able to demonstrate ability to influence decisions/actions.

• Informal influence to enable improvement and change within the organisation

Key capabilities

§ Excellent Telephone Communication Technique
§ Strong Database skills

Competency segment ‘Business’ Analysis: Breaks down a problem, situation or process into its component parts, separates the main issues from side-issues, understands the nature of parts and their relationship to one another. Seeks out and critically evaluates both numerical and narrative information. Draws accurate conclusions.
Planning & Organizing: Sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with good personal organization. Schedules time effectively and uses efficient work methods and tools.
Decision Making: Makes timely and appropriate choices based on accurate analysis and experience. Uses sound judgment even in conditions of uncertainty. Anticipates impact of decisions and plans how to manage risk.
Results Orientation: Continually seeks to accomplish critical tasks with measurable results. Overcomes obstacles and makes adjustments to achieve results. Focuses self and others to achieve targets aligned with business goals.

Competency segment ‘Leadership’ Teamwork: Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions.

Competency segment ‘Personal’ Accountability: Acts responsibly. Can be counted on to keep commitments. Complies with the intent of policies, procedures and agreements. Builds others' trust in own professionalism, integrity, expertise and ability to get results.
Communication: Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style, tools and mode to the needs of others. Listens attentively, and summarizes or asks questions, when needed, to clarify information.
Self Management: Remains calm, objective and controlled in responding to urgent or demanding situations. Maintains effective performance under pressure. Stays positive.

Expected years of experience

1 year experience in sales or a customer focused role (with direct customer contact)

Educational Qualifications

Bac + 3