LI-eAU

The Telesales Executive will be responsible for developing the telephone sales segment of the customer base in Oceania through retention, acquisition and development of the identified portfolio.
The role is to actively sell & promote the existing eCommerce product portfolio into the customer base, and address opportunities through lead generation.
The successful incumbent is also expected to look for opportunities to partner with external bodies, networks and associations in the pursuit of supporting our brand and growing the top line sales through the identified Sales CRM platform.

DESIRED SKILLS / QUALIFICATIONS

• Minimum 2 years sales/customer service experience and/or 1 year Telesales experience (if external).
• Logistics and Direct Marketing experience preferred
• Ability to manage and develop relationships and negotiate at all levels of management in a customer organization.
• Competent salesperson
• Persuasive telephone manner

MINIMUM EDUCATIONAL QUALIFICATION

• Diploma/Degree
• Proficiency in keyboard skills and computer literacy

Customer Management

• Manage a portfolio of customers and potential customers via telephone contact.
• Promote all DHL eCommerce services to existing and prospect customers who trade or potentially trade within the Telesales channel.
• Establish rapport with Business Development Managers and refer all relevant to the appropriate representative.
• 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.
• Act as the customers’ eCommerce resource point of contact, by liaising closely with the relevant departments within DHL eCommerce to ensure all queries, problems or issues are dealt with appropriately.

Other Responsibilities

• Achieve objectives as set in yearly performance reviews.
• Manage own time and tasks to achieve maximum new business opportunities and retain maximum existing revenue.
• Ensure work practices are completed in accordance with Telesales/Commercial Quality Standards.
• Foster team approach with all fellow team members to achieve yearly team objectives and targets.
• Continually develop knowledge of DHL eCommerce’s products/services and general commercial awareness in order to provide the best possible solutions to the customers.
• Produce accurate and timely reporting on a monthly basis for Sales Manager Oceania to evaluate performance against Key Performance Indicators
• Meet regularly with the management team to evaluate the personal sales plan/strategy so as to ensure that the required revenue and shipment results can be achieved.
• Continually develop knowledge of DHL eCommerce’s products/services and general commercial awareness in order to provide the best possible solutions to the customers.

Stakeholder Management

• Provide support to and works cooperatively with Oceania Sales Team to achieve target and objectives, and ensure they have the tools to achieve individual revenue targets.
• Establish and implement short- and long-range goals and objectives with Oceania Sales Team
• Take part in Monthly Sales Meeting with Team.
• Ensure that all customer issues relating to customer service, service recovery and credit control are properly coordinated and managed through the relevant departments.
• Develop a working relationship with the relevant support departments to ensure they are kept up to date with all issues relating to customers.
• Coordinate with Operations team to ensure quality services and customer satisfaction.

Process Development

• Develop a monthly customer phone call cycle (Planned and Unplanned Maintenance) to secure committed orders with new and existing customers and gain any competitor held businesses to ensure that individual agreed targets are achieved.
• Maintain a healthy new business opportunity pipeline in Salesforce.com and review with Manager on a regular basis.
• Formulate a personal sales plan that incorporates initiatives for identifying and gaining new business prospects and maximises growth within the existing customer base.
• Ensure all customer agreements are cost sensitive so as to ensure a suggested minimum pricing tariff is set and adhered to.
• Control all documentation and data relating to customer phone calls, agreements and terms of reference to ensure that customer information is maintained accurately in the Salesforce.com customer database.
• Analyse and monitor customer data to measure success and identify fluctuations/trends so as to decide on the relevant actions to be taken.