Key activities

Overall goals / Typical measures

Customer

- External

- Internal

Customer

Assist in developing profitable proposal to suit with customer needs

Demonstrate in advisory capacity to manage and deliver customer-focused service offerings

Support telesales to tackles customer’s problems, complains and requests

Support multi channel customer’s service request and other countries enquiries

Prepare request for quotations (RFQ) for oversea counterparts

Develop proposals for performance improvement work based on customers‟ needs

Operate as a lead consultant to manage and deliver customer-focused service offerings

Provide support and consultation to both Telesales and Telemarketer in managing daily operation

Manage direct customer by regular telephone

Direct Sales Manager

Undertake any projects/duties as assigned by the Direct Sales Manager.

Performance verses AOP

Calls per day per FTE

Customer conversion from prospect to shipper

Stakeholder

- External

- Internal

Research Organizations

Assist Marketing Department to select, build and maintain strong vendor-client relationship in lead sources

Country Sales Function

Collaborate with Relationship sales for country

revenue

Ensure Telemarketing Executives provide the targeted number of Prospects in order for Field sales and Telesales to achieve acquisition targets

Telemarketing Team

Global Sales Process: To ensure the GSP program are well understood and implemented across the Telemarketing department

Suspect and Prospect plan: Ensure plan is in place for number of Suspects and Prospects required to meet Field sales and Telesales acquisition targets. This includes agreement with Marketing for delivery of externally sourced leads.

Recording of leads: Ensure Telemarketing Executives record all suspects and Prospects in the Sales Pipeline in order to perform accurate analysis of conversion rates etc.

Productivity: Ensure all regionally determined call targets are met by the Telemarketing Executives

Management of Multi Channel customers: Ensure all Multi Channel customers (Account and Cash customers) are managed through the Telemarketing team to effectively develop and identify customers with potential for allocation to Telesales or Field sales

Plan, organize and lead an efficient and effective team to attain sales targets

Country Office (other departments)

Coordinate with marketing department to ensure an effective DM program is launched as per schedule

Coordinate with CS, Operations and other sales

segment to ensure service commitment in place

Design sales and implement marketing campaigns that meet the shipping needs of Multi Channel customers. This involves working closely with the Country Marketing team to agree delivery of campaign plan.

Quality of campaigns and revenue generated

Sales lead generation

Team activities and skill checklists

Process

Telesales Team Leadership

Sales targets: Plan, organize and lead an efficient and effective Telesales team to achieve sales targets. Implement appropriate sales initiatives in

order to ensure achievement of sales targets

Acquisition and Development activity: To ensure

Telesales Executives utilize the Sales Pipeline for management of all Prospects ensuring that business from new and existing customers is actioned and successfully negotiated.

Productivity: Ensure all regionally determined call targets are met by the Telesales Executives and that all Telesales territories utilize the monthly SSI Pre

Call Plan tool as call cycle to manage existing

customers

Sales Deployment

Efficiency: Increase selling time through reducing/ minimizing “time stealers”, i.e. inbound service calls, and ensuring selling time is correctly allocated between acquisition, maintenance and development calls.

Global Sales Process: To ensure all aspects of the GSP program are well understood and

implemented across the Telesales department and that the regional objectives of both sales force effectiveness and efficiency improvement are achieved

Efficiency Management

Efficiency: Increase time on the phone qualifying leads through reducing/minimizing “time stealers”, i.e. inbound service calls.

Information Management

Ensure that all pertinent information of each Suspect, Prospect and Multi Channel customer e.g. corporate details, contact persons, activity codes, etc. is being updated promptly and accurately into sales automation system

Automation

Ensure that all activities are updated accurately in Sales automation system, e.g. sales activity codes, customer contact details, PCP upload to Auto Dial system, etc.

Telemarketing Team Management

Manage and communicate with Multi Channel Customer through Direct Marketing team to ensure effective development or/and new business acquisition

Ensure providing effective use of M-DB within the related functions

C-View Quality

Gross and Net Margins

AOP target attainment

New Business Revenue

Customer Brick

Wall Process

Team call cycles per guidelines

Calls per day

Outbound/inbound

ACR on Hotline

C-View Accuracy

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: define training & development plans for all members of the sales team and ensure targets are achieved through regular assessment of their skills.

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.

Employee satisfaction.

Unplanned staff turnover.

Employee development.

Succession planning.

Employee accountability and performance.