Associate - SLS

Role & responsibilities

Lead Enquiry Management

• Analyze and classify incoming web enquiries and route them to the appropriate business units, including Express, DGF, Freight, DSC, PEP, and GSC Quotation teams for further action.
• Monitor enquiry allocation accuracy and ensure timely redirection to relevant stakeholders.
• Prepare and share monthly reports on enquiry volumes, distribution trends, and lead sources.

Prospect Research & Data Validation

• Receive customer databases from business partners and conduct online research to gather relevant business information, including trade activity, company profiles, industry details, and business potential.
• Identify potential business continuation and growth opportunities through market and customer research.
• Verify and enrich customer information to improve lead quality and data integrity.

Lead Qualification & Opportunity Validation

• Share verified prospect lists with business partners and quotation teams for lead validation and opportunity assessment.
• Identify and report invalid, duplicate, or incomplete customer records to business partners for corrective action.
• Contact customers via phone, email, or digital channels to validate business opportunities and confirm customer requirements.

CRM & Customer Administration

• Create and maintain customer records and sales events in Sales 360.
• Ensure customer information is accurately recorded and updated within CRM systems.
• Maintain data quality standards and compliance with internal processes.

Quote & Account Setup Coordination

• Initiate quotation requests with the relevant Quotation teams based on validated customer requirements.
• Coordinate account setup requests with the Master Data Management (MDM) team.
• Facilitate myDHLi account creation requests and ensure seamless onboarding of new customers.
• Track request status and follow up with internal stakeholders to ensure timely completion.

Preferred candidate profile

Technical / functional

• CRM management (Sales 360 or equivalent platforms)
• Lead management and qualification
• Data research and validation
• Sales support operations
• Reporting and data analysis
• Microsoft Excel and reporting tools

Customer Orientation

• Customer communication and stakeholder management
• Opportunity identification and qualification
• Problem-solving and analytical thinking
• Process coordination and follow-up
• Attention to detail and data accuracy

Education and Qualifications

• Graduate, Bachelors degree
• 2-5 years of experience in sales support, lead management, inside sales, customer service operations, or logistics/commercial operations.
• Experience working with CRM systems and customer databases.
• Exposure to logistics, supply chain, freight forwarding, or transportation industries is preferred.