National Customer Manager
DHL Express
Total years of experience :21 years, 0 Months
Global MNC & CSI Customers management within Automotive & FMCG and Engineering manufacturing industries Kingdome wide
Achieve agreed revenue and profit targets for both the nominated Sector
Monitor financial health of the nominated sectors and take steps to assure profitability
Develop and keep current an appropriate account strategy for each nominated industry sector. The strategy should include country level business plans that are aligned to global and regional strategies to achieve overall network objectives.
Lead and manage the development of business acquisition projects and Value Added Services with nominated accounts ensuring targeted revenue and profitability levels in line with plans.
Develop strategies, service initiatives and contingency plans for the effective denial of competitor initiatives within the nominated Sectors to prevent split business and customer defection.
manage the effective segmentation of each nominated sector to fully understand the customers needs, to ensure DHL is targeting the right type of business to achieve long-term profitability objectives
Lead and manage customer presentations and proposals, ensuring there is a common understanding of service expectations and solutions, both with the customer and DHL.
Participate in regional account planning process and agree on KPIs and annual budgets.
Develop and implement a personal sales plan and call cycle that incorporates initiatives for identifying and gaining new business and maximizes growth of existing customers to achieve the individual sales (volume and profitability) targets
Represent the Country in MNC & GCC function and designated customer accounts in the solution/service development process, ensuring clear communication of customer expectations for the whole sectors.
Establish customer agreements and ensure that pricing guidelines are always applied and profitability targets for customers are met. Ensure those customers’ prices are reviewed on regular basis and whenever any discrepancy arises between actual and promised volumes a re-negotiation takes place.
Manage and develop a portfolio of prospects and existing customers through building a strong customer relationship to ensure that customers’ needs are recognized and met.
Identify, assess and prioritize account opportunities; outline and manage an appropriate sales process for each account.
Meet revenue, product volume, and incentive management goals in assigned accounts
Meet and exceed revenue Targets through Acquisition and Cross Selling
Manage all customer-related information by communication to the selling team around specific customers as well as in sales systems so that other DHL staff can access customer and territory information.
Promote DHL brand image and values through own appearance and behavior so that it reflects DHL high standards and develops customers’ relationship.
Managing accounts customers geographically
Establish strong customer relationship ensuring customer needs & satisfaction.
Analyze customer performance, loyalty & risks taking appropriate corrective actions
Selling, negotiating and offering FedEx products and services
Assist customer accounting maintaining credit limit & resolving billing related issues
- Below are the duties I am handling:
Open Traces in the 1st day we start Clearance.
Obtain daily update from broker, and advise the Consignee with the needed PPWK and approvals required for Clearance.
Daily Contact and update to consignee/trace.
Ensure Trace Procedures are followed in the update and the closure. Ensure Customs Software updated with Agent/Broker Name for each shpt and includes full details (1st notification, 1st call...etc).
Monitor regular Customers and develop better tools for expediting the clearance.
Follow up Re-export shpts (from FedEx Clearance) and obtain necessary approvals from shipper/consignee for the return. And follow up with the broker until shpt leaves the cage.
Ensure no shpt remains for Duties and Taxes more than 5 days
(Re-export billing shipper account with clear and prompt update on trace).
Handling angry customers face to face and on the telephone.
Update the customers daily with their shipments status.
Handling more than one problem at the same time.
•Provide information and advice on a wide range of company service and procedures, solving routine service problems to the customer‘s satisfaction through telephone-mail or any other means.
•Handleing a range of routine customer calls relating to service &/or advice and ensures compliance with local, corporate and legal requirements.
•Identifies generates and documents revenue opportunities in accordance with local standards.
•Handleing a variety of customer complains and/ or exceptions including responding to irate customers who have experienced service failure/problems, and resolve where possible, making the decision to refer where appropriate.
•Co-operate with internal department and GSA's(any other Fedex branches all over the world) to resolve routine issues and refer non-routine issues to customer dissatisfaction and refers in accordance with local agreed procedures.
•Actions basic written customer request as designated.
Any other duty that requested by manger