Recruitment at DHL Global Forwarding Nigeria Limited

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 recognize the difference you bring to our business, and together we share the pride of building THE logistics company for the world.

Under the DHL Supply Chain umbrella, one of the business units of DHL, we provide customized logistics and industry solutions in the areas of supply chain management, warehousing, distribution, value added services, and lead logistics provider services for our customers – helping them deliver better results everyday.

We are recruiting to fill the position below:

Job Title: Head of Sales

Job Ref.: AV-315285
Location: Nigeria
Employment type: Full-time (Permanent)
Category: Global Forwarding

Responsibilities

• Define the sales strategy for the country to cascade and monitor delivery of sales objectives in line with business strategy, financial objectives, Group guidelines and policies
• Lead, oversee and control highly strategic activities and initiatives with significant impact on overall results and very high business risk potential
• Communicate market leadership position and vision/strategy aspiration to customers and internal stakeholders
• Drive market acquisition and retention strategies in order to maximize sales growth in the country and optimize profits
• Drive customer retention, business growth and profitability by supporting customer strategies, contract negotiations and supply chain management strategy
• Approve pricing, product mix, and brand portfolio policies for the function in the country
• Define improvement areas based on pipeline reporting in collaboration with sales effectiveness
• Analyze the value of key technologies and industry development and identify change needs for function in the country
• Establish appropriate processes and infrastructure to support growth, sales performance and optimize resource utilization
• Support key customers and drive collaboration and cross selling activities in the country
• Steer systems for monitoring competitive activity and dissemination of information and best practices to relevant parties
• Establish appropriate processes and infrastructure to support growth, sales performance and optimize resource utilization
• Formulate and roll out mechanisms to ensure sales performance management reporting and direct and approve major sales strategy and development projects
• Analyze complex issues extensively and conceptualize improvements/ changes in sales methods and techniques
• Deliver innovation that directly influence the way the function is operating and making money in the country
• Reach agreement with external parties to accept complete proposals and programs where there is little interest in cooperating or participating
• Negotiate and authorize critical agreements/ contracts, changing terms and conditions significantly where required
• Lead, direct, coach and develop performance of the country sales team.

Stakeholders:

• Negotiate critical agreements/contracts with other departments and 3rd parties
• Develop strong, trusting relationships with senior business leaders across DHL and partner organizations
• Influence others across DHL and externally as an internally and externally recognized thought leader representing the Group
• Champion cooperation and partnership to provide integrated solutions to problems.

Management Responsibility:

• Lead multiple teams of executives, directors/senior managers, and managers
• Ensure appropriate talent selection, organization and leadership for major areas of the organization.

Requirements

• Candidates should possess a Master’s Degree with 10+ years experience.

We offer

• Opportunities in a global company where you can contribute your ideas and skills to move towards our shared goals.
• Possible further career development
• Competitive salary.

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online

Job Title: Customer Service Advisor

Job Ref.: AV-313145
Location: Nigeria
Job type: Full-time
Reporting to: Contact Centre Team Lead
Business Unit: Nigeria Customer Service

Role Context

• The Customer Service Advisor (Frontline) serves as the first point of contact for DHL customers, confidently and knowledgeably providing the full suite of DHL customer service offerings including booking, enquiries, shipment status, and tracking to all parties contacting DHL via the customer service hotline and other contact modes.
• This role is essential to providing an efficient and professional service to DHL customers through prompt, courteous, and accurate responses to customer enquiries.
• The position focuses on maintaining the existing customer base by building customer loyalty through effective problem-solving and customer care while maintaining all service standards laid down by DHL Network.

Key Responsibilities
Customer Service Excellence:

• Accept and register bookings for DHL services accurately and efficiently
• Offer alternatives to customers and potentially turn information calls into sales leads or identify other optional services to customers when opportunities arise during the course of interaction
• Respond to customers consistently and confidently by providing accurate information in all areas such as custom requirements, transit time, and prices
• Enhance service experience in DHL by exercising professionalism and empathy when dealing with each individual customer’s varying needs and demands
• Build customer confidence that needs will be promptly met by clearly and confidently stating next steps based on clarified and confirmed exact nature of customers’ problems or requests
• Create customer delight with each customer interaction by aiming to exceed customers’ expectations

Service Improvement & Process Adherence:

• Highlight areas for improvement with suggested solutions to improve DHL’s procedures, technology, and service to positively enhance customer’s experience with DHL
• Adhere to existing Customer Service procedures as outlined in the department manuals, while maintaining discretion to exercise flexibility to customers’ needs within reasonable limits in consultation with the Contact Centre Manager and Contact Centre Team Lead(s)
• Stay informed on current customer satisfaction with pick-up and delivery/customer service/billing and take action to improve performance to provide an even better customer experience
• Suggest improvement ideas based on learning and experience

Cross-Functional Collaboration:

• Liaise with Operations Department and other departments on quick and efficient resolution of customer issues and queries
• Work cooperatively with others to achieve targets and objectives
• Accomplish own tasks in support of team goals and actively offer to help colleagues
• Support group decisions and maintain team cohesion

Performance & Accountability:

• Meet all KPIs and IKOs as specified for the role
• Act in a responsive manner towards customer requests with a “Can do” attitude
• Whenever possible, take customer requests to resolution or ensure they are passed on properly to contacts that can help
• Any additional tasks over the current role or similar can be assigned

Minimum Requirements
Educational Qualification:

• University Degree or Higher Diploma

Experience:

• 2 years DHL Sales, Operations, or Customer service experience
• Experience within a customer relations environment
• Previous experience in call centres (preferable)
• Sound customer relationship experience
• Strong understanding of customer service and operations

Skills and Competencies:

• Typing skills: At least 30 words per minute (preferable)
• Telephone skills: Excellent ability to communicate effectively via phone
• Conflict resolution skills: Excellent ability to handle difficult customer situations
• Selling skills: Excellent ability to identify opportunities and upsell services
• Technical skills: Telephone and Order Booking systems (preferable)
• Communication skills: Excellent spoken and written communication abilities
• Negotiation and interpersonal skills: Excellent ability to build rapport and influence outcomes
• Mental alertness: Ability to process information quickly and accurately
• Assertiveness: Confidence in decision-making and customer interactions
• Geographical knowledge: Understanding of service areas and routing

Key Competencies:

• Analysis: Breaks down problems into component parts, evaluates information critically, and draws accurate conclusions
• Planning & Organizing: Sets clear goals, establishes efficient sequences of actions, and manages time effectively
• Decision Making: Makes timely and appropriate choices based on analysis and experience, uses sound judgment, and manages risk
• Results Orientation: Continually seeks to accomplish critical tasks with measurable results and overcomes obstacles to achieve targets
• Teamwork: Works cooperatively with others to achieve objectives and actively supports colleagues
• Accountability: Acts responsibly, keeps commitments, and complies with policies and procedures
• Communication: Conveys a courteous, honest, helpful, caring, and professional demeanor with customers
• Self-Management: Remains calm and controlled under pressure, maintains positive “Can do” attitude

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online