Telesales Executive

Overall Role Purpose

• Maintain between 400 and 600 existing DHL customers by telephone within the Direct Sales Segment.


• Be responsible for the revenue retention and development for this portfolio of accounts through the sales tactics of Up-Selling and Cross Selling related DHL services and products and for new business development by opening new accounts.

Accountabilities

• Customer (Internal)
  
  
  
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    Telesales Manager

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

      
      
    
    
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      Carry out any task that is required by his or her superiors from time to time.

      
      
    
    
    
    
  
  
  
  


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

    
    
  
  
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    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.\\

    
    
  
  
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    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.

    
    
  
  
  
  


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  Stakeholder (Internal)

  
  
  
  
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    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
  
  
  
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    Telesales Process Deployment

    
    

    ·    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.

    
    

     

    
    

    Alignment to Regional Standards

    
    

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

    
    

     

    
    

    Customer Support Services provision

    
    

    ·    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.

    
    

     

    
    

    Customer Information Maintenance & Reporting

    
    

    ·    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.

    
    
  
  
  
  

Skills

• Telephone skills


• Communication skills (English and local language), spoken and written

Competences

• 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.

Expected years of experience

• 3 years experience in Sales

Educational Qualifications

• Diploma (or equivalent)