Associate - SLS

DHL; Mumbai; On-site; Confidential; Full time

Job summary

DHL in Mumbai seeks a detail-oriented professional for Lead Enquiry Management. You will classify web enquiries, route to Express, DGF, Freight, and other teams, and monitor allocation accuracy while preparing monthly reports.

You will research customer data, validate opportunities, and enrich records in Sales 360 CRM. You’ll coordinate quotations, onboarding, and MDm-led account setups to ensure smooth processes.

Qualifications

• CRM systems and customer databases experience.
• Experience with data research and lead management processes.
• Proficiency in Excel and reporting tools.

Responsibilities

• Analyze and classify incoming web enquiries and route them to the appropriate business units for action.
• Monitor enquiry allocation accuracy and ensure timely redirection to stakeholders.
• Prepare and share monthly reports on enquiry volumes, distribution trends, and lead sources.
• Receive customer databases from partners and conduct online research to gather business information.
• Identify growth opportunities through market and customer research.
• Verify and enrich customer information to improve lead quality.
• Share verified prospect lists for lead validation and opportunity assessment.
• Identify and report invalid, duplicate, or incomplete records to partners.
• Contact customers via phone, email, or digital channels to validate opportunities and requirements.
• Create and maintain customer records and sales events in Sales 360 CRM.
• Ensure data accuracy and compliance within CRM systems.
• Initiate quotation requests and coordinate account setup with MDM.
• Facilitate myDHLi account creation and onboarding of new customers.
• Track request status and follow up with internal stakeholders.

Skills

CRM management

Lead management

Data research

Sales support operations

Reporting and data analysis

Microsoft Excel and reporting tools

Education

Bachelor's degree

2-5 years experience in sales support, lead management, inside sales, customer service operations, or logistics/commercial operations

Job description

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.