Key activities

Overall goals / Typical measures

Customer

• Internal

• External

• Undertake any projects/duties as assigned by the Telesales Manager or Sales Manager Direct Sales

• Act as Tele Sales customers’ main contact for DHL, responding and satisfying their sales and post sales requirements.

• Build a strong client relationship to ensure that the account performs and grows to its maximum potential, reducing attrition rate and minimizing opportunities for competitors to gain business.

• Manage a portfolio of customers via telephone: Make telephone calls to existing customers on a regular pre-defined call cycle to secure new business and to ensure that individual agreed targets are achieved.

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

• Value of accounts

• Call rate per day

• Number of accounts

• 35 calls per day

• 40 % Acquisition

• 30 % Development

• 30 % Maintenance

• Bi-weekly sales

• planning sessions

Stakeholder

• Internal

Country Sales Function (Field Sales Group, Telemarketing Group, Telesales Group, Marketing, CS Groups)

• Liase closely with Sales Channels and other departments within DHL to ensure that a full cost effective service is maintained and that target for the area is achieved.

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

Process

• Formulate a personal sales plan that incorporates initiatives for identifying and gaining new business prospects and maximizes growth within the existing client base so that the required personal sales results are achieved.

• Manage the revenue growth through Up selling and Cross selling tactics to exceed this budget through calls

• Combine sales skills with DHL product/service knowledge and convert the maximum possible prospect leads into accounts, emphasizing those with maximum revenue potential, in order to increase the size and quality of DHL’s account holders.

• Continually develop knowledge of DHL’s services and general commercial awareness in order to provide the best possible standard of customer service and maximise the department’s contribution to the sales function.

• Adhere to regional standards on profit margins and discount guidelines.

• Open new accounts and ensure they trade profitably.

• Ensure all customer agreements are cost sensitive to ensure a suggested minimum pricing tariff is set and adhered too. Any deviation from this tariff requires management agreement and justification.

• Complete daily and weekly reports to measure individual and department effectiveness and provide figures showing weekly productivity of the department.

• Ensure that customer information is maintained accurately on the customer database.

• Call cycle created annually, reviewed quarterly, updated monthly.

• Customer Loyalty

• C-View Quality

• Gross and Net

• Margins

• AOP target attainment

• Calls per day

• New Business Revenue

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

§ Telephone skills
§ Communication skills (English and local language), spoken and written

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

3 years experience in sales

Educational Qualifications

BAC+4 (or equivalent)