Key responsibilities<\/p>\n
New Customer Onboarding<\/p>\n
\tResponsible to support pre-sales preparation. Support FSEs to prepare standard customer proposals, QBRs and other customer reports
\n\tSupport in after sales set up and implementation
\n\tPreparation of Welcome Pack & Welcome Letter & Key Contact list when onboarding customers
\n\tEnsure client implementation with FSE using Implement Agreement Checklist
\n\tEnsure 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
\n\tMaintain and, where applicable, update all e-com tools according to both the customer and DHL\u2019s changing requirements in order to reduce problems such as data failures, DHL costs and increase customer satisfaction<\/p>\n
Customer Support in Usage of DHL<\/p>\n
\tHandle pricing enquiries
\n\tHandle spot rate requests
\n\tHandle processing of heavyweight quotes
\n\tClarify details with regards to DHL transportation procedures, products \/ service when required to maximise benefits for both the customer and DHL
\n\tRespond to sales queries and requests in a timely and efficient manner
\n\tAssist the customer in understanding the pricing and invoicing specifics of DHL
\n\tEducate customers on shipping, writing pro-forma invoice & AWB, customs regulations, DHL product offerings, campaigns
\n\tSupport in pre-sales preparation, including but not limited to proposals, QBR desks, presentations, customers reports, RFQ, etc.<\/p>\n
Sales Support<\/p>\n
\tAssist Sales by being responsive, proactive and helping them to navigate through the DHL department where necessary
\n\tHandle credit requests
\n\tPreparation of Customer Reports (OPMC, QBR)
\n\tWorks with internal functions to find solutions for specific sales \/ customer needs<\/p>\n
Effective Communication & Organisational Awareness<\/p>\n
\tDevelop relationships of trust and mutual respect with sales and other functions that foster open and constant communication
\n\tRegularly interact with internal departments and understand operating standards, procedures and service levels
\n\tPrioritise 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<\/p>\n
Minimum Requirements<\/p>\n
Qualifications and Experience<\/p>\n
\tMatric \/ Grade 12 \/ Equivalent
\n\tExcellent PC literacy
\n\tMinimum of 2 years in a similar customer support role
\n\tValid driver\u2019s license
\n\tKnowledge \/ experience in DHL products and solutions
\n\tKnowledge \/ experience in DHL Sales Process & tools
\n\tKnowledge and understanding of local area conditions and needs<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( ) or<\/p>\n
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