Job Description

Job Purpose

Identify and develop potential, sustainable customer relationships Develop and maintain strong existing corporate customer relations and loyalty Respond to corporate customer RFI, RFQ (Request for Information, Request for Quote) and Tenders for industrial Projects Respond to corporate customer Map all the identified Key Accounts for the vertical / region. Understand the customer's business requirements & position Industrial Project. Profile business potential of the designated accounts. Understand the customer's business requirements & position Industrial Project services accordingly. Create tailor made solutions as required Create a detailed customer pla for each customer in the portfolio. Set up processes for maintenance of existing customers with the help of the vertical head. Develop & Maintain all commercials & SOP's for each customer in the portfolio. Ensure regular updation in Danzsale. Monitoring business performance against budget on a monthly basis. Identify business opportunities and device strategy with the support of the Head - Project Development & implementation. Organize QBR's for all customers in the portfolio. Grow Business based on the target set for each of the customer as per the strategy. Prepare monthly report on customer performance & future trends & submit to the vertical head & RSM Set up Operation Escalation Matrix & communicate the same to the customers. Keep customers informed of organizational and industry changes relevant to the product.

People - Management

Develop a high performance service culture within the functional department. Plan, organize and direct an efficient and effective functional department. Develop IKOs/KPIs with team members and monitor individual performance Conduct performance appraisal. Manage the allocation of appropriate resources and commitment of staff to the achievement of Global, Regional and Country objectives and targets. Identify training needs and opportunities to develop a highly skilled functional department.

Skills/Qualifications

Strong Company focus to meet targets and goals Ability to manage time, priorities and organize tasks effectively Ability to adapt to immediate change Ability to work unsupervised and alone Pleasant, out-going manner and well presented image Well-balanced sense of perspective and humor Office automation software Strong Customer focus to meet performance and service targets

C

ustomer Orientation:

Is focused on identifying and understanding each customer's needs. Expresses and acts on desire to assist customers in an efficient and friendly manner.

Planning & Organizing:

Sets clear and realistic goals and objectives. Establishes a course of action and a sequence of steps to ensure that activities and objectives are efficiently achieved. Is structured with good personal organization. Schedules time effectively and uses efficient work methods and tools.

Decision Making:

Makes timely and appropriate choices based on accurate analysis and experience. Uses sound judgment even in conditions of uncertainty. Anticipates impact of decisions and plans how to manage risk.

Developing People:

Facilitates the development of others through personal involvement in coaching, mentoring and sponsorship. Creates an environment that fosters learning, growth and development to improve DHL's capability to achieve the strategic vision.

Building and Leading Teams:

Knows the talentneeds of the team. Attracts and develops the people who can meet those needs. Encourages effective cooperation among team members and between teams. Inspires team spirit and the commitment to achieve high standards of performance.

Influencing:

Persuades others of the value of an approach or idea. Gains commitment and support and gets others to willingly take action.

Communication:

Provides both verbal and written information in a timely, clear and concise manner. Expresses ideas effectively, adjusting style, tools and mode to the needs of others. Listens attentively, and summarizes or asks questions, when needed, to clarify information.

Commitment to Excel:

Challenges self and others to exceed standards and achieve extraordinary results, striving for best in class. Is not easily deterred when obstacles or delays are encountered.

Experience

4-5 years of customer service experience preferably in the freight forwarding and logistics industry.

Educational Qualification

Bachelors or Masters Degree level in Marketing or BE