Executive, Sales Support

DHL · Bayan Lepas

JOB DUTIES:

Differentiate from competition by providing customer personalized approach and service through an Indoor Sales Support team set up by local station (KUL, PEN, JHB).
Support and contribute to the commercial team objective of customer retention and development of the assigned Area Sales Development Group customers by attending to customer’s requirement and work closely with the Sales team. This includes identification of opportunities for service improvement.
Work closely with Sales team to provide Customer relationship management and after sales service. This includes, but not limited to, the coordination of shipment bookings through Customer Service team.
Undertake additional tasks and responsibilities deemed necessary by the reporting manager.
To support Sales team to generate quotation using QuoteShop systems.
Support report generation through myDHLi, and also to influence customers on increased uptake of myDHLi usage.
Ensure customer-related documentation is uploaded into respective portals (eg. CW1, CLM platform).
Cross Sell/Upsell to customers and maintain/farm the relationship.
Effectively serve as a Back-Up for urgent commercial related issues in the event of Sales absence within the given guideline.

Monitor, measure, and manage key performance indicators (KPIs) for sales performance and customer shipments (Sales360, myDHLi & Dashboard).
Using Station Metrics Cockpit management can see trends in performance over time and compare with other station / counties. Identify improvement areas and priorities.

QUALITY & ENVIRONMENT

Responsible for ensuring the delivery of superior end-to-end quality services that meet operational standards and customer expectations.
Regularly inform, update, and work closely with superiors and other relevant functional units to ensure alignment of quality and environmental goals with organizational objectives.

FIRST CHOICE

Responsible for identifying opportunities to improve service quality and simplify the customer experience.