Telemarketer / Lead Qualifier

Summary about this job

Detail information about job Telemarketer / Lead Qualifier. Terms and conditions vacancy

At DHL, people mean the world to us. That's why our goal has always been to attract and retain the best talent the world over. We provide challenge and opportunity for personal and professional development. We recognise the difference YOU bring to our business, and together we share the pride of building THE logistics company for the world.

DHL is proud to be a global leader working with many of the world's leading brands as customers. At DHL we realise that our greatest strength is our people. If you are looking for the opportunity to forge a career in an environment of inspiration, leadership, values and opportunity then this could be the role for you.

The Lead Qualifier will be responsible for qualifying a sales lead utilising globally agreed selection criteria before assigning that lead to a sales channel.  The Lead Qualifier will also assist with developing the telephone sales segment of the customer base in Oceania through retention, acquisition and development of the identified portfolio.

The role is to primarily manage and coordinate direct marketing customers that do not currently have sufficient volume to warrant a phone call or field visit.

Endeavour to move as many of these accounts to Telesales or Field sales by assessing potential business growth through DM responses.

Essential Duties and Responsibilities

Customer Management

• Ensure that lead originators are acknowledged and provided with feedback on the outcome of the lead.
• Complete activity reports to measure individual/department effectiveness.
• Manage a portfolio of customers and potential customers via telephone contact.
• Promote all DHL eCommerce services to existing and prospect customers who trade or potentially trade within the Telesales channel.
• Establish rapport with Business Development Managers and refer all relevant to the appropriate representative.
• Build a strong client relationship to ensure that the account performs and grows to its maximum potential, reducing attrition rate and minimizing opportunities for competitors to gain business.
• Act as the customers' eCommerce resource point of contact, by liaising closely with the relevant departments within DHL eCommerce to ensure all queries, problems or issues are dealt with appropriately.

Other Responsibilities

• Achieve objectives as set in yearly performance reviews. 
• Manage own time and tasks to achieve maximum new business opportunities and retain maximum existing revenue.
• Ensure work practices are completed in accordance with Telesales/Commercial Quality Standards.
• Foster team approach with all fellow team members to achieve yearly team objectives and targets.
• Continually develop knowledge of DHL eCommerce's products/services and general commercial awareness in order to provide the best possible solutions to the customers.
• Produce accurate and timely reporting on a monthly basis for Sales Manager Oceania to evaluate performance against Key Performance Indicators.
• Continually develop knowledge of DHL eCommerce's products/services and general commercial awareness in order to provide the best possible solutions to the customers.

Stakeholder Management

• Provide support to and works cooperatively with Oceania Sales Team to achieve target and objectives, and ensure they have the tools to achieve individual revenue targets.
• Establish and implement short- and long-range goals and objectives with Oceania Sales Team
• Take part in Monthly Sales Meeting with Team.
• Ensure that all customer issues relating to customer service, service recovery and credit control are properly coordinated and managed through the relevant departments.
• Develop a working relationship with the relevant support departments to ensure they are kept up to date with all issues relating to customers.
• Coordinate with Operations team to ensure quality services and customer satisfaction.

Desired Skills / Qualifications

• Minimum 2 years sales/customer service experience and/or 1 year Telesales experience (if external).
• Logistics and Direct Marketing experience preferred
• Ability to manage and develop relationships and negotiate at all levels of management in a customer organization.
• Competent salesperson
• Persuasive telephone manner

Minimum Educational Qualification

• Year 12 (VCE/HSC).
• Proficiency in keyboard skills and computer literacy