Customer

- Internal

- External

Telesales Manager

u00B7 Undertake any projects/duties as assigned by the Telesales Manager or Sales Manager Direct Sales

Customers

u00B7 Act as Tele Sales customersu2019 main contact for DHL, responding and satisfying their sales and post sales requirements.

u00B7 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.

u00B7 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.

u00B7 Provide customer oriented service at all times relating to specific sales issues.

u00B7 Value of accounts

u00B7 Call rate per day

u00B7 Number of accounts

u00B7 35 calls per day

u00B7 40 % Acquisition

u00B7 30 % Development

u00B7 30 % Maintenance

u00B7 Bi-weekly sales

u00B7 planning sessions

Stakeholder

- Internal

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

u00B7 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.

u00B7 Ensure co-operation with other members of the sales team and throughout the sales force.

Process

Telesales Process Deployment

u00B7 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.

u00B7 Manage the revenue growth through Up selling and Cross selling tactics to exceed this budget through calls

u00B7 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 DHLu2019s account holders.

u00B7 Continually develop knowledge of DHLu2019s services and general commercial awareness in order to provide the best possible standard of customer service and maximise the departmentu2019s contribution to the sales function.

Alignment to Regional Standards

u00B7 Adhere to regional standards on profit margins and discount guidelines.

Customer Support Services provision

u00B7 Open new accounts and ensure they trade profitably.

u00B7 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

u00B7 Complete daily and weekly reports to measure individual and department effectiveness and provide figures showing weekly productivity of the department.

u00B7 Ensure that customer information is maintained accurately on the customer database.

u00B7 Call cycle created annually, reviewed quarterly, updated monthly.

u00B7 Customer Loyalty

u00B7 C-View Quality

u00B7 Gross and Net

u00B7 Margins

u00B7 AOP target attainment

u00B7 Calls per day

u00B7 New Business Revenue

People - Management

u00B7 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.

u00B7 Informal influence to enable improvement and change within the organisation

Key capabilities

Skills

u00A7 Telephone skills

u00A7 Communication skills (English and local language), spoken and written

Competences

Competency segment u2018Businessu2019

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 u2018Leadershipu2019

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 u2018Personalu2019

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)