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
go to method of application »
Apply via company website ( ) or