Manager, Sales & Customer Service

Manager, Sales & Customer Service

What makes DHL great? Our People! We know each employee's individual contributions make us the #1 Express Delivery and Logistics Company in the world. Distinguished as No.1 World's Best Workplace™ by Great Place to Work and Fortune Magazine DHL Express is committed to maintaining an environment that empowers every team member to make the greatest possible impact on our business. Our corporate culture is about personal commitment – to our business, to each other and to our global communities. DHL is dedicated to being a great place to work. Start YOUR career with DHL today…

The purpose of the Manager Sales & Customer Service role is to implement direct sales plans and processes to maximize the excess capacity on the DHL air network, achieve revenue growth, enhance customer retention and satisfaction, and increase quotation conversions for a defined geographic area in line with the ACS business strategy, financial objectives and DHL group guidelines and policies.

How will you contribute to the success of DHL?

• To be responsible for multiple customer accounts depending on revenue size and area, targeting +50% face to face visits per account
• To maintain and increase existing revenues streams and relationships with current key accounts.
• Strengthen agents collaboration by identifying win-win opportunities where appropriate
• Work closely with the Revenue Mgt team to manage and review customer tariffs in line with market data
• Work closely with the Quotation team to provide timely quotations for spot rate requests in line with our suggested selling rates
• Be responsible for receiving information from the customers regarding live shipments and regular volume opportunities requiring contract rates
• Negotiate on spot rates and contract rates in conjunction with the Rev Mgt and Quotation teams in order to win the business at the right price for the customer and for DHL
• To follow up and chase down any sales leads, develop new business, gather detailed information and identify the decision makers
• To manage the day to day customer relationships by identifying business opportunities, assessing customer needs and matching these with the DHL ACS services to increase revenue and volumes
• Develop strategies to increase sales, penetration and profits in assigned accounts and include in pre-prepared sales plans for each customer visit/call
• Use DHL ACS market data tools to identify sales opportunities with assigned accounts
• Keep the customer database up to date with sales calls and visit details of potential opportunities and pipeline
• Interpret the DHL network schedules, maintain updates for customer communication, and have comprehensive knowledge of aircraft types, ULD types and network, aircraft, origin and destination restrictions
• Manage the complexities of flexible, rather than guaranteed capacity
• Where applicable manage the customer's allocation performance ensuring they are maximized each day and early release when not used, and taking cancellation action when performance has declined
• Exchange information with internal departments regarding high profile shipments and with the customers regarding space availability and rates. Be the main facilitator of information between the customer and the business
• Influence the customer's opinion of DHL and our services using empathy and reassurance based on their DHL network knowledge and being up to date on any daily issues/contingencies
• Ensure high post-sales satisfaction facilitating positive long-term relationships and high potential for repeat business with customers
• Negotiate with customers after service failures when they are seeking compensation via a rate reduction
• Attend trade shows, customer events and required training as assigned

Do you have what it takes?

• Educated at the University Level, or equivalent work experience.
• Must have 5 years in Aviation/Express industry
• Fluent in English (written and verbal)

Please submit your application along with your CV and a copy of your highest educational degree (e.g., Bachelor's, Master's, or MBA certificate). DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. Recruitment Team