National Customer Manager-Ecommerce at DHL

Role Context

To develop the assigned Major Account Sales territory, to deliver the agreed levels of revenue and profit whilst meeting key customer needs.

Key responsibilities

• Develop and maintain good relationship with customers and provide a high service quality level.
• Interpret customer feedback to identify areas of failure and opportunities for improvement and take corrective action internally and/or with the customer.
• Solve customers’ complaints and escalate to CSM where necessary
• Scale reports to Sales Analyst to measure performance and sales visibility.
• Collaborate with Ground operation at service centre to ensure that relationship customer get the required service.
• Coordinate with other department specific customer requirements.
• Manage and develop a portfolio of prospects and existing customers through building a strong customer relationship to ensure that customers’ needs are recognized and met.
• Establish customer agreements and ensure the review on regular basis of customer prices as per pricing guidelines, and propose discount agreements to the Sales Manager for approval.
• Exploit all new opportunities from existing and potential customers (prospects), and establish actionable sales plans to ensure DHL highest penetration in assigned territory.
• Develop and implement an approach to secure competitors and prospects business in the shortest time possible, by establishing Prospects pipeline to support this approach and target them accordingly.
• Develop and implement personal sales plan and call cycle to identify and gain new business along with expanding existing customers growth to meet agreed sales target.
• As a part of the virtual sales team, support the Strategic Business Unit in support of “sub-accounts” in the territory.
• Communicate to the selling team accurate customer information, and ensure their recording and updating in the customer database to enhance service performance.
• Maintain a thorough knowledge of DHL’s services and general commercial awareness to achieve sales targets, whilst promoting DHL brand image.

Minimum Requirements

Skills

• University degree or equivalent
• Good knowledge of air express and/or the freight forwarding business
• Good knowledge of Nigerian High Tech will be an added advantage.
• Fluent in English