Territory Manager - Dhahran

Job Description

Role ProfileRole title: Territory ManagerCorporate Division: ExpressBusiness Division: SalesBusiness Unit: DHL ExpressReports to/ Area Sales ManagerOverall Role Purpose: Responsible for maintaining contact with active customers in assigned area, converting customers to higher product/services usage, and increasing new business revenue through sales leads and cold calls.AccountabilitiesSkills/ Qualifications:

• Generate new business using leads from customer service or cold calls by identifying decision maker, providing product / rate information and determining nature of business ie. type of shipments, countries shipped to, weight of shipments etc. and persuading them to use DHL services
• Responsible for maintaining 35 calls per day standard in an assigned area to maintain contact, increase sales and keep them informed of new products
• Responsible for maintaining and enhancing customer profiles and ensuring business information which has changed is sent to finance for updating, entry into IBS and entered into cruise
• Provides information on service areas, rates and receives feedback from customers on a regular basis throughout the day.
• Maintain records (SAC) and adheres to daily call schedule to provide customers with appropriate coverage.
• Collects and collates information on call rate, issues and competitors, customers (top contributors, lost) and sales on a weekly and monthly basis.
• Provide accurate feedback of customer information to Territory Manager.
• Adhere, without fail, to all company set standards.
• Maintain clean desk policy at all times.
• Maintain an excellent standard of professional telephone behavior to project desired company image.
• Adhere to company ISO standards.
• Ensure all confidential documents are kept confidential shipments at all times.
• Ensure , only authorized personnel allowed in the department premises.
• Functions as a team member in selling business projects such as operation harvest to increase revenue through the acquisition of new business and the conversion of existing customers
• Develops and implements plans to increase business within assigned customer base to increase business
• Support Marketing Department on all maketing campaigns to earn more customers
• Deals with service failures issues, complaints and claims as a point of contact before transferring customers to customer service and may monitor progress for higher value customers
• Maintains excellent working relationships with customers to identify new opportunities
• Provide accurate, precise and timely information to customers.
• Responsible for obtaining competitor information such as products, rates and customers and inform manager on changes Impact
• Directly responsible for managing territory margin.

Problem Complexity / Process

• Decides on the call sequence
• Decides on rate discount although there are guidelines
• Determines when manager intervention is necessary
• Determines whether customer complaints should be monitored
• Decide on customer profiling

Customer / Stakeholder

• Area Sales Manager
• Customer Services Staff
• Sales Staff
• Field Operations Staff
• Accounts Staff
• Customers

Autonomy

• Strategies and revenue plans for all products
• Discounts
• Credit Notes
• Sales recruitment

Competencies

• Planning Organizing: Establishing a course of action for self and others to accomplish goals. Establishing priorities, keeping track of progress and ensuring follow-up.
• Communication: Ability to express well-thought concise and timely oral and written information. Ability to adjust language or terminology to the characteristics and needs of the audience.
• Teamwork: Working effectively within a team or outside the formal line of authority to accomplish objectives. Demonstrating understanding of how own role fits within DHL as a whole.
• Etc
• Each Territory Manager is expected to generate the given revenue annually, approximately 80% is from existing customers who use the same or more services while 20% is from sales leads and cold calls

MAJOR CHALLENGES

• Needs to know about companies and the type of shipments likely from different companies such as manufacturing as opposed to service companies
• Needs to have an understanding of the type of companies located in their area and changes happening in the various industries
• Needs to meet TS targets given by the Tele Sales Manager

DEGREE OF SUPERVISIONSales Manager supervise whether daily targets are achieved PERSON SPECIFICATION1) EducationBachelor degree or equivalent2) Experience

• Sales experience in a multi-national company.
• Customer interface experience essential.
• 1 to 2 years of DHL experience

3) Technical Knowledge/Skills

• Good command of English language; Arabic an advantage.
• PC skills (MS Word & excel)
• Specific product knowledge
• Detailed knowledge about shipments, rates, discounts, competitor services.
• Well-developed communication & selling skills
• College level education to deal at managerial level decision makers
• Professional Telephone Behaviour
• Customer Services attitude (controlled temperament)

Keyskills :