E-commerce Sme Executive

7 days ago

جدة, Saudi Arabia DHL Full time

**Profile**

Organisational Background Information

**Role title**

**E-Commerce SME Executive
**Corporate Division**

Express

**Business Division**

Retail Sales

**Business Unit**

DHL Express

**Overall Role Purpose**

To maintain and maximize Revenue from an existing base of E-Commerce customers, whilst at the same time find, reach, win and retain new customers.

**Reports to**

KSA Retail Marketing & Project Manager

Accountabilities

**Key activities**

**Overall goals / Typical measures**

**Customer**
- Act as an ambassador for DHL at all times and attend to E-Commerce customer needs in a professional, friendly and courteous manner.- Ensure that a high level of professional rapport is developed and maintained with all E-Commerce customers.- Follow up on all E-Commerce customer enquiries and direct them to the correct DHL department where further information is required.- Maintain a regular call cycle to existing DHL E-Commerce Customers to build strong, multi-level relationships within the company to maintain existing DHL retail revenue as E-Commerce customers continue to trade.- Probe, question and understand completely the E-Commerce customers’ needs and requirements to understand where DHL’s service offering can add value to the E-Commerce customers’ business.- Identify potential and negotiate and persuade accordingly existing E-Commerce customers to maximize their use of DHL’s services to generate additional retail revenue from existing E-Commerce customers, in a profitable manner.- Participate in events and conferences on behalf of the company to maximize the revenue of E-Commerce.- Stay up to date with the latest trends and best practices to support the E-Commerce in the market- Support in retail marketing campaigns to maximize the revenue of E-Commerce Customers

**Internal Process**
- Liaise with every department that is responsible for E-Commerce customers.- Source and action new business leads and persuade potential E-Commerce customers to utilize the DHL services to generate additional (retail) profitable revenue from new E-Commerce customers.- Update and maintain call details on COMET, ensure appropriate Account related (i.e IBS or any other systems) formsare updated so that all information is accessible for future reference and monitoring.
- Take ownership of service failures and ensure the correct person resolves the issue so that all E-Commerce customer complaints and problems are handled quickly and efficiently.- Analyze figures and reports and spot trends and identify issues and take appropriate action where necessary to maximize revenue by addressing issues.Early
- Opening specific Account Number to every E-Commerce Customer and follow the full process until closing the deal.
- Make sure that E-Commerce understand DHL shipping process.
- GSP standards + compliance achieving key targets.- E-Commerce TargetsSkills / Qualifications

**Key capabilities**

**Problem Solving**

There will be many issues that need resolving. Potential customers will have price and service objections that will need to be resolved in order to secure the business.

There will also be service issues, billing queries, and other ad hoc problems that will arise.

The core function of E-Commerce SME Executive is to delight the E-Commerce customer by providing the highest possible level of service. This means that all problems must be handled in a fast, efficient and professional manner. In the cases where the Executive cannot resolve the issue personally, there are always senior management available to assist.

**Customer Orientation**

Is focused on identifying and meeting E-Commerce customer needs. Acts to establish a long term business partnership with internal and external E-Commerce customers.

**Planning and Organizing**

E-Commerce SME Executives are responsible for planning their own calls cycles and daily calls. There is a set guideline for total calls and who must be contacted in a monthly period, but the way in which this is broken down to a daily level is the responsibility of the Executive.

The planning and organization will be monitored by the KSA Retail Marketing & Project Manager

**Decision Making**

When negotiating rates and contracts, E-Commerce Executives are authorized to offer a set range of contract prices. If there is a requirement to offer a higher level of discount to secure the business, then relevant management approval is required. The same applies to problem solving where FOC shipments, credit notes or other solutions are required.

In general, E-Commerce Executives are encouraged to make their own decisions wherever possible, within the set guidelines.

**Results Orientation**

Continually seeks to accomplish critical tasks with measurable results. Overcomes obstacles and makes adjustments to achieve results. Focuses self and others to achieve targets aligned with business goals.

**Teamwork**

Works cooperatively with others to achieve target and objectives. Accomplishes

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