Customer Sales Support Specialist

A World Of Opportunities From The Freight Forwarding Market Leader

Deutsche Post DHL (DPDHL) is the world's logistics provider, with nearly 600,000 employees operating in more than 220 countries and territories. DHL Global Forwarding, Freight (DGFF) is the DHL division specializing in international transport, particularly air, ocean, and road freight. We are the global leader in air freight and second in ocean freight.

As DHL Global Forwarding Italy, we have 15 stations across the country and 4 gateway departments, with over 600 highly qualified employees. In DGF, shipments are our core business, but people are our passion. Innovation and diversity are integral parts of our culture.

We offer excellent opportunities for personal growth and professional development.

We can proudly say that we are truly a great place to work!

If what you've read so far sounds interesting and you would like to join our team… keep reading!

Key Tasks

Support the administration of telemarketing plans and inbound and outbound call processes for small and medium-sized accounts. Answer customer requests, understand their needs, provide information, promote and sell products/services up to the closing of the sale.

Evaluate customer needs and propose alternative solutions based on knowledge of the DHL offer. Mainly deals with routine situations, but can adapt to specific cases even deviating from standard scripts or procedures, supported by IT systems. Able to convince and negotiate with external counterparts in order to reach shared agreements.

Enters and consults data through IT systems of entry and other relevant applications. Creates and updates databases to improve access and organization of information necessary for telemarketing activity.

Prepares implementation plans and executes commercial campaigns in support of customer acquisition and loyalty programs.

Writes scripts and guides for calls, creates practical aids, reference guides, and communication tools to support the effectiveness and performance of the telemarketing team.

Compiles and publishes content in the company's knowledge base for internal use, documents and updates changes to departmental operational procedures.

Understands the impact of communications on business metrics and intervenes to correct recurring or less obvious problems in systems and processes, making small improvement changes in respect of defined standards.

Actively contributes to the management of cross-departmental projects, offering operational, analytical, and project support.

Requirements

Excellent knowledge of AFR and OFR products and DGF services

Excellent analytical skills and sales aptitude

Good management skills (people management, process management, leadership, and workflows)

Strategic vision, knowledge of the shipping sector, results orientation, and attention to detail

Excellent communication and negotiation skills, strong problem-solving attitude

Good knowledge of English

Ability to recognize threats and opportunities, introducing best practices to ensure continuous improvement and greater productivity