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To acquire and develop the industries major clients through account management to ensure all targets are met and exceeded
Act as an ambassador for DHL at all times and attend to customer needs in a professional, friendly and courteous manner
Ensure that a high level of professional rapport is developed and maintained with all customers
Follow up on all customer enquiries and direct customer to the correct DHL department where further information is required
Manage and develop a specific group of customers with the objective of continuous positive growth across all products
Manage, Maintain and improve the customer’s business profitability
Identify, establish and manage multi tiered relationships across customer and DHL organizations to ensure a long-term business partnership and achievement of corporate goals
Lead and manage customer presentations and proposals, ensuring there is a common understanding of service expectations and solutions
Develop business plan for each account including sales strategy, client organization chart, formal agreement, hospitality plan and Senior Management visits to uncover and close Cross Sell Opportunities
Create a competitive advantage for the customer in his business and price for value on behalf of DHL. Use a consultative approach to understand client’s industry and develop tailored solutions to meet their business needs
Develop and keep current an appropriate country account strategy in line with country level business plans, to achieve profitable revenue growth
Develop and manage the after sales strategy for each of the designated customers
Develop strategies, service initiatives and contingency plans for the effective denial of competitor initiatives with customers to prevent split business and customer defection
Functionally manage the development and delivery of services and solutions that provide consistency and re usability to enable account and non account customers to achieve corporate objectives and gain competitive advantage through providing solutions in their business
Acquire business from within portfolio of target customers and any other prospects that require MAE account management
Conduct formal quarterly reviews to include brick walling and discussions on service standards, pricing and product diversification
Achieve agreed revenue and profit targets through closely monitoring yields across all products and selling complete solutions to the client base
Monitor financial health of accounts and take steps to assure profitability through migrations and price increases
Build executive relationships within the Account customers through involving Senior DHL Managers
Skills / Qualifications
- Problem Solving
Understand intimately the customer needs and sell, or justify through a business case the development of the appropriate solutions.
Ensure pricing is maintained at a profitable level for DHL and find the opportunities to price for value.
Interact across the DHL organization to find specific solutions to issues related to the development or maintenance of the customers business.
- Customer Orientation
Is focussed on identifying and meeting customer needs. Acts to establish a long term business partnership with internal and external customers.
- Planning and Organizing
Develop and keep current an appropriate account strategy for each account customer. The strategy should include country level business plans.
Develop, maintain visibility and manage a Sales Pipeline reflecting progress on the Acquisition of business from the customers under management.
- Decision Making
Ability to influence accounts strategies.
Ownership of the sales pipeline.
- 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.
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.
Acts responsibly. Can be counted on to keep commitments. Complies with DHL expectations, policies and procedures. Builds others’ trust in own professionalism, integrity, expertise and ability to achieve results.
- Communication Skills
Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style to the needs of others. Listens attentively and 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.
- Attention to Detail
Is thorough and complete in performing all aspects of the job. Stays focussed on the details of the job, no matter how small. Checks and monitors work to ensure accuracy.
- Excellent verbal communication skills and interpersonal style
- Excellent personal presentation, grooming and hygiene
- Good clear command of the English language
- Excellent organisational skills, including ability to prioritise workload
- Ability to effectively contribute as a team member as part of a busy team
- Proven ability to work under pressure in a fast paced, time sensitive environment
- Demonstrated ability to use initiative/judgement to solve job related issues
- Good understanding of DHL Network
- Strong problem solving capability
- Desire to get the job done
- Passion to provide excellent Customer Service
- Right first time philosophy
- 3 years experience in a commercial environment
- 2 years Consultative Selling experience.
- Expert knowledge of the DHL Infrastructure, products and services
- Culturally sensitive.
- Strong customer service orientation.
- Excellent numeric, written and oral communication skills (English).
- Ability to operate and functionally manage people in an informal matrix structure. (Networking, persuasive and negotiation skills.)
- Strong individual that can work independently and within a team to deliver results.
- Basic knowledge of the supply chain for a particular industry
- International experience
Strong career support in an international environment.
Great culture and colleagues.
Multifarious benefit programm.