Business Customer Management

• Implement field sales plans and processes, including providing input for sales forecasting, budgeting, etc.

• Deliver sales objectives and revenue growth for a defined geographic region, product line or market segment

• Secure new business and build on existing core business through repeat orders

• Answer inquiries, resolve problems, promote and sell products/ services

• Identify and contact prospective customers and build relationships to generate future sales and repeat business

• Check and understand type and size of customer requirements, and suggest products/ service/ alternative products/ services

• Develop and deliver sales bids, presentations, proposals and conduct product demonstrations to customers

• Follow up and pursue prospects, conduct discussions on terms of sale and close business by connecting a customer need with a OHL solution and highlighting the value it may create for the customer

• Introduce products and promotions to customers and deploy marketing campaigns as appropriate

• Build rapport and trust with customers by being informed about their business and market

• Coordinate with internal teams such as sales, marketing, operations and service management for enhancing sales and customer retention

• Support customer retention by staying in touch to ensure service satisfaction, providing information useful to the customer and introducing additional services to the customer

• Identify problems that may not be clear in own area of authority and modify work methods accordingly

• Convince external parties such as skeptical customers, institutions, etc. who are skeptical or unwilling to accept proposals or where decision making process and standards are defined and mandatory

• Provide support on issues and problems from less experienced/ new team

• Convince other subject matter experts to accept new concepts, practices, and approaches

• May cooperate with and coordinate 3rd parties e.g. external service providers

• Build strong, trusting cross-functional relationships with OHL managers

• Understand customer and key stakeholders interests and concerns and advise direct reports, customers and key stakeholders

• Provide technical guidance to line managers and employees

• Individual contributor who may manage two or fewer employees

• May direct the work of other lower level professionals or manage processes and programs

• Coach, review and delegate work to lower level professionals

• Provide allocation and reservations of freight on planned line haul

• Ascertain domestic and/ or international freight rate on incoming and outgoing materials and products based on analysis of tariff rates, freight classifications, delivery schedules and deadlines

• Respond to queries, gather information for customer visits and participate in customer visits to maintain close business relationship with existing clients and enhance customer retention

• Assist in responding to pricing enquiries in an efficient and competitive manner

• Prepare and submit relevant documents for shipping tenders

• Collate, record information and handle day-to-day shipment documentation for freight forwarding

• Track account performances and provide monthly reports to team members

• Execute tasks and activities while ensuring effective resource management and optimizing productivity for the day-to-day operations

• Identify and resolve recurring issues, and suggest modifications to OFR Ops/CS work methods focusing on increasing effectiveness and efficiency

• May provide functional guidance, advice or training to less experienced positions In area of OFR product:

• Create and/or confirm transport orders, perform and optimize bookings

• Prepare, control, and distribute all required Import/Export documents

• Identify performance issues of suppliers, and propose solutions to improve performance

• Update Customs shipment information and physical status, resolve customer issues and incidents

• May influence others within the job area through explanation of facts, policies and practices

• Support and interact primarily with colleagues of own function

• Build relationships and understand customer and key stakeholders interests and concerns

• Address task-related issues appropriately to maintain work relationships

DHL