Ensure sales revenue objectives are met through effective management of the Sales Force’s skills and efforts, covering both direct and indirect sales management responsibilities where applicable.
Develop proposals for performance improvement work based on customers’ needs
Operate as a lead consultant to manage and deliver customer-focused service offerings
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To ensure customer queries from multiple channels are attended promptly in line with set standards with dedicated attention on inbound calls and (e-) mails in call center environment
To provide professional and qualitative customer service in line with set DHL standards
To resolve customer’s queries in accordance with set DHL standards
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Lead country implementation of DHL Express Global and Regional safety policies, frameworks and procedures, administer local practices, and advise leadership on current and emerging safety requirements and their business implications
Develop, deliver and rigorously monitor the annual country safety plan; implement an ISO 45001-compliant health and safety management system and maintain bizSAFE Level 3 certification.
Partner with the Country leadership, safety representatives and employees to address safety concerns, strengthen the safety committee and communication structure, and promote a positive safety culture.
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Ensure all transactions (revenues, provisions, operating expenses etc) are recorded properly and in accordance with the definition set on DPDHL Accounting Manual and International Financial Reporting Standard (IFRS).
Review general or nominal ledger entries regularly to minimize if not eliminate adjusting entries and to detect any under or over statement of expenses on time.
Analyze and compare month on month expenses to attain uniform distribution of cost during the year and make an accrual when appropriate to have consistency in reporting expenses.
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Executes flight movement alerts, transmission of shipment information and preparation of flight documentations. Rectifies and follow up with network on non-conforming shipments.
Prepare paperwork for CAL and Network flights.
Provide information to airlines relating to weights and lodgment times.
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Lead the end-to-end tender management process, including document preparation, bid submission, and post-tender follow-ups, and debriefing sessions to identify areas for improvement.
Review contracts, NDAs, and agreements to mitigate risks, ensure alignment with company objectives, and identify opportunities for value addition.
Collaborate with internal teams (Sales, Legal, Finance, Operations, etc.) to gather necessary information, secure approvals, and align on tender strategies for submission.
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Act as customers' point of contact within DHL Express, by liaising closely with relevant departments to ensure that their queries, problems or issues are dealt with appropriately.
Manage portfolio of existing customers and potential customers via 'face to face' sales visits.
Produce necessary information for management to evaluate performance vs. key performance indicators.
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Lead a gateway operations team on a rostered shift basis ensuring that shipments enter and exit the country in accordance with network procedures in a safe and secure manner
Lead the standard and agreed process flow in daily operations to satisfy the customer needs and requirements
Process inbound and outbound material according to the latest processes and procedures
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Supervise a gateway operations team on a rostered shift basis ensuring that shipments enter and exit the country in accordance with network procedures in a safe and secure manner
Manage the warehouse process and ensure that all shipments are processed in the quickest, most efficient manner possible, and transferred to the dedicated movement in accordance with service standards for each process
Monitor ground handler and warehouse performance and complete all necessary reports
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Identify, establish and manage multi-tier relationships across customer and DHL organizations to ensure a long-term business partnership and achievement of corporate goals.
Drive sales improvement through regionally harmonized processes.
Establish clear understanding of customer expectations and requirements.
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Handle daily delivery and collection of shipments to and from our customers
Complete multiple deliveries and collections of shipment of a variety of weights. Sort and prioritise workload (including multiple route sort) to ensure time commitments are met
Revise and update ETAs in accordance to procedures
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Implement DHL Express pricing strategies and governance across customer segments to support profitable growth. Prepare reports and provide pricing recommendations that enable informed business decisions and drive sustainable revenue growth.
Analyze RFQs, spot quotes, and pricing requests, providing recommendations that balance competitiveness, profitability, and strategic objectives.
Lead discussions on pricing strategies for bid opportunities, providing data-driven justification and recommendations to sales stakeholders.
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Assist the Administration Executive in managing day-to-day facility and maintenance operations such as below:
Assist with coordinating preventive maintenance and cleaning services operations.
Documentation and Record-Keeping (eg. Maintenance records, equipment conditions logs and inventory for tools and supplies as well as tracking warranty and service agreements for equipment.
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Ensure correct data is captured for customer tracking and invoicing in accordance with Full Shipment Data Capture (FSDC).
Ensure correct customs clearance information is captured to ensure that applicable Duties and Taxes are calculated or reliefs where applicable are granted.
Ensure correct customs clearance information is captured to ensure that applicable Duties and Taxes are calculated or reliefs where applicable are granted.
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Lead, motivate and supervise a team of CS Service Advisors to ensure that customer interaction via multichannel is attended promptly, consistently and professionally in accordance to global CS process and standards.
Contribute and support revenue generation efforts by enhancing CS advisors' knowledge on DHL products and services and developing their selling skills and techniques in order to encourage customer buy-in and sell these services during customer interactions and to encourage CSA to generate quality suspects.
Ensure all CS Advisors are equipped in knowledge in promoting our self-serve channels to customer.
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