Current Opportunities at DHL

Role Context

• The Field Sales Executive will consult with business owners and introduce them to the #1 Logistics Company in the world. As a sales professional at DHL, you will own a territory and direct the largest, most complex and most strategically significant negotiations, reaching agreements that have significant impact on DPDHL’s bottom line.
• The Field Sales Executive will maintain a high-level of customer service with existing customers and leverage relationships to expand business. Additionally, the sales professional will actively monitor and review customer sales activity and make adjustments to processes and strategies to help the business grow.

Key responsibilities

• Ensure to visit all clients in respective base within the 90-day call cycle
• Build revenue streams with current customers and evaluate opportunities to increase the relationship through face-to-face visits, problem solving and administrative follow-up
• New business potential is also to be investigated at all existing clients during visits
• Ensure to plan and perform 6 client visits per day, existing of maintenance visits, development visits and acquisition visits
• Ensure that the daily client visits are planned and scheduled a week in advance as far as reasonably possible
• Responsible for obtaining x4 First Time Buyers (FTBs) per month
• Continuously uncover opportunities for new business within assigned territory by cultivating leads and utilising your network
• Develop and implement an approach to secure major account customers (prospects) in the shortest time possible
• Ensure that the % loss of customers per month remain as low as possible, but never exceed 10%
• Pro-actively identify any risks to customer relationships and / or SPD figures and intervene accordingly to eliminate potential loss of revenue
• Responsible to manage customer concerns or complaints timeously and in accordance to DHL procedures in order to limit potential loss of customers
• Ensure effective pipeline management by upholding a pipeline strength of 40% (of total portfolio revenue) at all times
• Responsible for growing the Shipments Per Day (SPD) figures according to local / country objectives
• Responsible to strategically plan and execute best practice (in terms of sales) in order to continuously grow revenue with the respective territory
• Collaborate with Sales, Finance and Operations teams to maximise sales and revenue growth within territory
• Ensure that daily updates regarding client visits, client information, sales activity and any other required data are captured using the applicable CRM tools

Minimum Requirements

Education & experience

• Matric / Grade 12
• Commercial Degree/Diploma or related
• 3 years previous experience in Field Sales within related industry
• Valid Drivers License and own reliable transport
• Strong negotiation and communication skills (verbal and written)

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• We also transport the raw materials and packaging needed for crafting drinks, to help streamline our customers supply chains. Simply put, we take the stress out of transporting beverages – with the utmost care and in the shortest transit time possible. That’s why over 25,000 companies in the beverage industry, big and small, rely on us.

Overall tasks & Responsibilities: 

• Provide financial management, governance, and support as a business partner.
• Preparation of weekly accounts and KPI’s
• Management of month – end process and reporting results to multiple stakeholders
• Preparing budgets, forecasts, and targets to identify trends and variances to budget / forecasts.
• Identify, recommend, and manage solutions to minimize financial and commercial risk and improve efficiency, profitability and cash flow.
• Management of site Finance functions and development of wider Finance team
• Building strong relationships with internal ad eternal stakeholders to ensure best practice.
• Working closely with Operations Managers in understanding key cost drivers of contract profitability
• Providing appropriate analysis and recommendations to influence key decisions.
• Reviewing key risks and identifying potential risks.
• Ensuring financial controls and robust and fit for purpose.

Job Requirements, Skills & Qualifications:

• Good understanding of the Forwarding industry and knowledge in BWS
• Strong knowledge of accounting processes and terminology
• Able to identify customer needs by gathering information and building long – term relationships.
• A minimum of about 3 -5 years previous experience in similar role
• Exceptional written and verbal communication skills
• Financial and business acumen
• A relevant bachelor’s degree or its equivalent

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Role Purpose

• To ensure provision of a range of specialist functions whose ultimate aim is to provide business analysis support to maintain and supports The specialist support includes manpower planning, forecasts, staffing, shifts including holiday and out of hour scheduling, Customer Service Technology support, trend analysis and reports supporting all other areas of the Customer Service department, enabling them to function smoothly both on a day to day basis and as regards longer term development. To ensure smooth running of Customer Services business Tools and Technology taking initiative to ensure it is constantly reviewed and that recommendations to improve productivity and cost reduction is made, by addressing technical issues effectively and on time. Ensuring the smooth running of Customer Service telecoms network, DHL's telecommunications tools and network. Ensure that technical issues are addressed effectively and in a timely fashion. Systems ensuring that Customer Service Team can perform their tasks seamlessly.

Key Responsibilities:

• To integrate quality into the business by ensuring that every customer contact is a demonstration of absolute dedication towards providing first time ideal solutions for the satisfaction of customer needs. To implement ISO standards and DHL’s policies and procedures at all times. To ensure awareness of and adherence to all required policies and procedures with the team.
• To ensure their scope of work aligns to Center Of Excellence Guidelines, ensuring a fully compliant Center of Excellence at all times.
• Assist in maintaining technical operations of Customer Services, specifically PABX, ACD, AVAYA, GCCU,CSV,GEMA, MCT and all DHL in house applications, ensuring that all systems are available 24hours a day, 7 days a week, 365 days per year.
• The Business Support Specialist is responsible for ensuring all DHL application tools used are deployed and utilized correctly in the Frontline teams. These include but are not limited to:GEMA,NPTS,MCT,CSV,KART,GCCU/WFM
• Adherence to Schedule and AUX Code
• Analytics and Insights: Collect, analyze, and interpret data to identify trends, patterns, and insights related to customer service operations. Provide actionable recommendations based on data analysis to improve efficiency, productivity, and customer satisfaction.
• Performance Metrics: Develop and maintain performance metrics and KPIs for the customer service team. Monitor and report on key metrics regularly, highlighting areas of improvement or concern.
• Process Improvement: Identify process bottlenecks and inefficiencies within the customer service department. Collaborate with stakeholders to develop and implement process improvement initiatives to enhance service delivery and streamline operations.
• Training and Knowledge Management: Assist in the development and delivery of training programs for customer service representatives. Ensure knowledge management systems and resources are up to date and easily accessible for the team.
• Customer Experience Enhancement: Collaborate with cross-functional teams to improve the overall customer experience. Identify opportunities to enhance customer satisfaction, loyalty, and retention through process improvements, system enhancements, and effective communication strategies.
• Project Management: Support customer service-related projects and initiatives by coordinating resources, tracking progress, and ensuring timely and successful implementation. Provide project updates and reports to stakeholders as required.
• Communication and Collaboration: Foster effective communication and collaboration within the customer service department and with other teams or departments. Act as a liaison between the customer service team and other stakeholders, facilitating information sharing and problem resolution.
• Continuous Improvement: Stay updated on industry trends, best practices, and emerging technologies related to customer service and contact center operations. Proactively identify opportunities for continuous improvement and recommend innovative solutions to enhance the overall efficiency and effectiveness of the department.
• Documentation and Reporting: Maintain accurate documentation of processes, procedures, and workflows related to customer service operations. Prepare and present regular reports and presentations to management and stakeholders, summarizing key findings, recommendations, and performance metrics.

Qualifications & Experience Required:

• Senior Certificate/Matric (Grade 12) or NQF Equivalent.
• Postgraduate qualification will be advantageous
• Sound understanding of Call Center structures and functions
• Extensive knowledge of PC hardware
• Time management skills
• Excellent communication skills (written and oral)
• Proficient in Excel
• Able to work evening/weekends if required
• Experience of working in Contact Centre environment
• 2+ years experience in analytical environment
• 2+ years experience in BI reporting technologies i.e. DisplayR, PowerBI, Tableu etc.
• Basic Knowledge of SQL and other programming languages