Inside Sales Representative

DLL; Sydney; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Volunteer days

Wellbeing program

Flexible hours

Career development

Job summary

DLL is seeking an Inside Sales Representative to manage and grow a portfolio of customers using a structured segmentation framework. The role emphasizes proactive, day-to-day engagement via phone, email and digital channels to improve customer experience, retention, and growth.

You will enable Account Managers to focus on high-value opportunities while delivering efficient coverage of growth and maintenance segments and building a robust pipeline for small to mid-sized deals.

Qualifications

• Managing and growing a portfolio of customers allocated through a structured segmentation framework.
• Proactive day-to-day management and engagement to enhance customer experience, strengthen relationships, support retention, and identify opportunities for sustainable portfolio growth.
• Drive scalable portfolio coverage through digital and remote engagement channels.
• Efficient coverage of growth/maintain segments while enabling Account Managers to focus on high-value opportunities.

Responsibilities

• Manage a portfolio of customers allocated through established segmentation criteria.
• Deliver proactive customer engagement through phone, email and digital channels.
• Drive customer satisfaction, retention and portfolio growth through proactive touchpoints via remote engagement.
• Maintain and grow existing customer relationships efficiently and identify cross-sell, upsell, and reactivation opportunities.
• Support steady income contribution accounts to retain profitability and intervene early where accounts show signs of decline (NBV trend).
• Build and maintain a pipeline of opportunities across assigned accounts across small to mid-sized deals and repeat business.
• Ensure high conversion rates through disciplined follow-up and use segmentation metrics to prioritise activity.

Job description

Your function:

The Inside Sales Representative is responsible for managing and growing a portfolio of customers allocated through a structured segmentation framework.

Job Description

The Inside Sales Representative is responsible for managing and growing a portfolio of customers allocated through a structured segmentation framework.

The role focuses on customers that require proactive day-to-day management and engagement to enhance customer experience, strengthen relationships, support retention, and identify opportunities for sustainable portfolio growth. These customers may include accounts with growth potential, strategic relevance to vendor programs, evolving business requirements, or those requiring ongoing portfolio management to maximize customer outcomes.

The role drives scalable portfolio coverage through digital and remote engagement channels, ensuring customers receive consistent support while enabling Account Managers to focus on larger strategic opportunities.

This role ensures efficient coverage of growth/maintain segments while enabling Account Managers to focus on high-value strategic opportunities.

Key Responsibilities

Day to day:

Account Ownership & Coverage

• Manage a portfolio of customers allocated through established segmentation criteria.
• Deliver proactive customer engagement through phone, email and digital channels.
• Drive customer satisfaction, retention and portfolio growth. Deliver consistent, proactive touchpoints through remote engagement (phone, email, digital tools)

Customer Growth & Retention

• Maintain and grow existing customer relationships efficiently
  • Identify and act on:
    • Cross-sell opportunities
    • Upsell opportunities
    • Reactivation of declining accounts
• Support steady income contribution accounts to retain profitability
• Intervene early where accounts show signs of decline (NBV trend)

Pipeline & Opportunity Management

• Build and maintain a pipeline of opportunities across assigned accounts
• Focus on:
  • Small to mid-sized deals
  • Repeat business
  • Volume-based growth
• Ensure high conversion rates through disciplined follow-up

Data-Driven Account Management

• Use segmentation metrics to prioritize activity:
  • Financial value (gross income, % contribution)
  • Profitability (ROE / margin)
  • Opportunity (headroom, utilization)
  • Momentum (NBV trends)
• Maintain accurate customer discussions and forecasting

Efficiency & Execution

• Deliver low-cost-to-serve account coverage
• Follow defined rules-based segmentation and engagement models
• Collaborate with Account Managers on:
  • Escalations
  • Transitioning accounts (upgrade/downgrade)
  • Identifying accounts with growth potential

Daily / Weekly Activities

• Conduct outbound calls, digital marketing and email outreach to assigned accounts
• Follow up on active proposals, discussions and opportunities
• Identify and progress upsell and cross-sell opportunities
• Monitor account conduct, portfolio trends for early risk signals
• Maintain by way of CCRIS logging or CRM:
  • Customer interactions
  • Pipeline progress
  • Forecast updates
• Process inbound enquiries and provide quick turnaround responses

Monthly Activities

• Review account portfolio by segmentation
• Prioritise activities based on customer engagement requirements, growth opportunities, retention considerations and customer experience outcomes.
• Conduct pipeline review and forecasting updates
• Align with Account Managers on:
  • Account transitions
  • Growth opportunities
• Execute targeted campaigns (e.g., vendor programs, seasonality, new product lines)

Performance Measurements (KPIs)

• Revenue growth across assigned accounts (%)
• Increase in share of wallet
• Cross-sell / upsell conversion rates
• Contribution margin improvement
• Management of low-income accounts to maintain profitability

Ready to work for a company that is Partnering for a Better World!

All Members Enjoy

• Two working days per year volunteering for a local charity.
• Health and Wellness program including healthy food, free health checks, fun health & vitality activities.
• Flexible hours with possibility to work from home
• Career development opportunities: online learning, member development programs.

“We not only live up to the expectations of our customers for today but also anticipate their market needs of tomorrow.”

Choose Wellbeing

DLL’s wellbeing ambition is to educate, equip, and empower members to build connections, manage their mental, emotional, physical and financial wellness, and maintain balance between work and the other priorities that make up their lives. Our four wellbeing categories are as follows:

• Connection – Build meaningful connections with other members
• Health – Manage mental, emotional, and physical health
• Finance – Provide learning opportunities to help members achieve personal financial health
• Lifestyle – Maintain balance between work and life priorities

These are the things that matter to our members, and the wellbeing of our members matters to DLL!

Settling In

• The position will close as soon as we find a suitable candidate
• The selection process may involve an assessment.

Hiring subject to successful completion of a background check.

DLL is an equal opportunity employer. We are committed to inclusive, barrier-free recruitment and selection processes and work environments. If contacted for an employment opportunity, please advise Human Resources if you require accommodation in accordance with our values and all applicable legislation.