Mobile Customer Support Executive

About the job
IT’S NOT JUST AN OPPORTUNITY TO GET ON THE CAREER LADDER.

IT’S AN OPPORTUNITY TO HELP THE WORLD GET ON TOGETHER

Why do people call us the world’s most international company? Is it because we operate in more countries than any other logistics provider? Is it because we invented cross border shipping over 45 years ago? Or is it, perhaps, because what we do connects people across the world. And the more we can connect people, the better life on earth becomes.

We love our role in the world. And we’re looking for the right people to help us maintain – and grow it. People like you.

Role Context

To provide administrative support to the sales cluster / organisation by utilizing current sales process, tools and reporting to achieve cluster’s revenue performance as well as customer satisfaction.

To interface between the sales and other support functions to ensure freeing up sales force time to sell.

To support Sales by remotely resolving / escalating issues for and to the appropriate internal and external departments, ensuring continued satisfaction, improved customer relationships and retention with DHL.

Key Responsibilities

New Customer Onboarding

Responsible to support pre-sales preparation. Support FSEs to prepare standard customer proposals, QBRs and other customer reports
Support in after sales set up and implementation
Preparation of Welcome Pack & Welcome Letter & Key Contact list when onboarding customers
Ensure client implementation with FSE using Implement Agreement Checklist
Ensure implementation of all new e-commerce tools for new customers in order to guarantee a successful roll out. This includes managing the promotion of the product and customer training where applicable
Maintain and, where applicable, update all e-com tools according to both the customer and DHL’s changing requirements in order to reduce problems such as data failures, DHL costs and increase customer satisfaction

Customer Support in Usage of DHL

Handle pricing enquiries
Handle spot rate requests
Handle processing of heavyweight quotes
Clarify details with regards to DHL transportation procedures, products / service when required to maximise benefits for both the customer and DHL
Respond to sales queries and requests in a timely and efficient manner
Assist the customer in understanding the pricing and invoicing specifics of DHL
Educate customers on shipping, writing pro-forma invoice & AWB, customs regulations, DHL product offerings, campaigns
Support in pre-sales preparation, including but not limited to proposals, QBR desks, presentations, customers reports, RFQ, etc.

Sales Support

Assist Sales by being responsive, proactive and helping them to navigate through the DHL department where necessary
Handle credit requests
Preparation of Customer Reports (OPMC, QBR)
Works with internal functions to find solutions for specific sales / customer needs

Effective Communication & Organisational Awareness

Develop relationships of trust and mutual respect with sales and other functions that foster open and constant communication
Regularly interact with internal departments and understand operating standards, procedures and service levels
Prioritise workload and keep track of on-going and completed activities. Inform relevant functions of required actions and accept ownership when required until a satisfactory resolution is achieved in order to maintain and improve customer satisfaction

Minimum Requirements

Qualifications and Experience

Matric / Grade 12 / Equivalent
Excellent PC literacy
Minimum of 2 years in a similar customer support role
Valid driver’s license
Knowledge / experience in DHL products and solutions
Knowledge / experience in DHL Sales Process & tools
Knowledge and understanding of local area conditions and needs

We are looking forward to your application.

Mobile Customer Support Executive