Retail Outlet Officer

Overall Role Purpose:

• Generate revenue for the Retail Sales Cash Channel
• Convert cash shipment queries from Customer Service (50 cash acquisitions /FTBs per month)
• Maintain converted cash customers (25 regular cash customers per month)
• Maintain portfolio of regular cash customers in RSD database (50 regular customers)
• Daily target of 35 phone calls
• Be responsible for the revenue retention and development for this portfolio of accounts through the sales tactics of Up-Selling and Cross Selling related DHL services and products and for new business development by opening new accounts.
• Assist Retail Team in implementation of promotional and merchandising activities

Key Activities:

• Undertake any projects/duties as assigned by the Retail Sales Manager
• Carry out any task that is required by his or her superiors from time to time.

• Act as Retail Sales / Cash customers’ main contact for DHL, responding and satisfying their sales and post sales requirements.
• 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.
• Manage a portfolio of customers via telephone: Make telephone calls to existing customers on a regular pre-defined call cycle to secure new business and to ensure that individual agreed targets are achieved.
• Provide customer-oriented service at all times relating to specific sales issues.

• Liaise closely with Sales Channels and other departments within DHL to ensure that a full cost-effective service is maintained and that target for the area is achieved.
• Ensure co-operation with other members of the sales team and throughout the sales force.
• Strong analytical and planning skills;
• Good communication and presentation skills;
• Excellent problem-solving skills;
• Exhibits an exceptional degree of ingenuity, creativity, resourcefulness and empathy.
• Analyzes and resolves complex cross-functional issues.
• Well-developed relationship skills and ability to network with multiple levels of an organization and other business units.
• 3-5 years of experience in Sales, strong customer service, communication, leadership, and organizational skills, coupled with business acumen, technical proficiency in POS systems
• The capacity to adapt to disruptions, unexpected changes, and tight deadlines is important in a fast-paced environment.
• Needs a strong blend of logistical understanding, technical skills in inventory and supply chain management, and strong analytical, communication, and leadership abilities to oversee store-level operations and improve efficiency
• Expertise in inventory management software, ERP systems (such as SAP), the Microsoft Office Suite, particularly Excel, and logistics management software is essential.