Territory Manager (DHA)

Role Profile
Organisational Background Information
Role title

Territory Manager

Corporate Division

Express

Business Division

Sales

Business Unit

DHL Express

Overall 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.

Reports to

Area Sales Manager

Accountabilities
Skills/
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

‎1. Area Sales Manager
‎2. Customer Services Staff
‎3. Sales Staff
‎4. Field Operations Staff
‎5. Accounts Staff
‎6. 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 SUPERVISION
Sales Manager supervise whether daily targets are achieved
* PERSON SPECIFICATION
‎3.1 Education
* Secondary Level
‎3.2 Experience
* Sales experience in a multi-national company.
* Customer interface experience essential.
* ‎1 to ‎2 years of DHL experience
‎3.3 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)