Telesales Sales Team Leader

Job description / Role

- Define and agree with the Commercial Manager on commercial deliverables.
- Coach the team on towards proactive selling rather than reactive.
- Drive down commercial excellence with in the team.
- Monitor and review performance of the team and individual members, including target results and action plans, volumes/contribution generated, sales leads, customer satisfaction etc.
- Agree on e-commerce targets for the team and for individual accounts, and monitor the outcome
- Coordinate with other overseas agency sales teams as needed for cross trade business
- Provide input to the country sales strategy as required by the Commercial Manager
- Ensure that the team acts as an integrated unit in procuring business from those customers, and in providing excellent customer service and support.
- Organise weekly/monthly/ quarterly & yearly telesales plan for self and for the team
- Execute telephone sales calls follow up action as required, including 360 report, information to sales support/customer services to follow up action on quotes/bookings etc.; pro-active communication to cluster/other countries/agencies if needed
- Design (in liaison with the Commercial Manager, other sales channel leaders and where relevant Cluster Sales Manager) and implement specific telesales campaigns targeted on particular trades, sectors, commodities etc. aligned to the overall sales strategy. Review the outcome and take further action as needed
- Keep under review with the External Sales Team Leader the specific allocation of accounts between external sales and telesales, and agree re changes in the allocation where justified
- Ensure that the sales support team provide appropriate assistance to the telesales team, specifically in respect of pricing activity, in use of discretionary tariff, in submitting SRRs to trade management, and in validating quotations against contribution to yield data
- Ensure that customer services staff within the team provide the appropriate support including:
- processing of all bookings in accordance with procedures and agreed service levels
- resolving all queries received from customers on bookings/documents/shipments, acting as liaison with other agency departments/SSCs/overseas agents as necessary
- Take ownership of all complaints from customers handled by the team, ensuring they are investigated and resolved, and follow up with customer to ensure satisfaction with the outcome

Requirements

Minimum Qualifications:
- University Degree in related field preferably in sales/marketing

Minimum Experience:
- Relevant experience (preferably more than 3 years) in managing customers in shipping or logistics/transportation industry, including at least 1 year with management responsibility for telesales
- Proven leadership

Job Specific Skills:
- Customer Service - orientated
- Strong presentation skills
- Strong knowledge of main export business environment in industries/commodities etc.
- Strong leadership qualities with good communication skills
- Ability to make data backed decisions.
- Good interpersonal skills, including building relationships through telephone contact
- Strong IT skills, especially in Microsoft office Excel
- Understanding of customer relationships

About the Company

United Arab Shipping Company was established in July 1976; jointly by the six shareholding states from the Arabian Gulf (Bahrain, Iraq, Kuwait, Qatar, Saudi Arabia and U.A.E). The head office is located in the State of Kuwait.

As the National line of the Arabian Gulf states, UASC\\'s primary mission is to serve the shipping needs of the Arabian Gulf region

UASC also aims to expand into global trades, where commercially feasible, to strengthen our operations and provide a wider service network to our customers.

UASC is one of the largest ocean carrier of dry cargo to the Middle East. UASC has assumed this position on merit as a carrier providing first class service to its customers, which has been maintained, despite ups and downs, in the market.