DHL Express, Beirut Sales Distinction of the Year

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Company: DHL Express, Beirut, Lebanon
Company Description: DHL is present in over 220 countries and territories across the globe, making it the most international company in the world. With a workforce exceeding 285,000 employees, we provide solutions for an almost infinite number of logistics needs. DHL is part of the world's leading postal and logistics Group, Deutsche Post DHL.
Nomination Category: Sales Awards Distinction Categories
Nomination Sub Category: Sales Distinction of the Year - Distribution & Transportation

Nomination Title: DHL Service Point Team, in Beirut Central District

Tell the story about what this nominated organization achieved since the beginning of July 2014 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

The remarkable story we are about to share on DHL Service Point Team in Beirut Central District who received a reward from the DHL MENA CEO during his visit to Lebanon, congratulating and honoring this team for their outstanding duty under threatening security conditions.

It all started in August 2015; were a series of protests in Beirut Central District in response to the accumulation of waste caused by the closure of the capital's main landfill. As best describe by CNN: “…How piles of trash led to a violent uprising against the government… How can a protest about trash piling up lead to an uprising that threatens the future of Lebanon? That's exactly what's happening in the capital city, Beirut, where streets filled with putrid garbage have turned into a battlefield. Protesters hurled rocks and firecrackers at police. Officers launched tear gas and water cannons as fires raged in the streets…” (to view entire article and live report please see attachment).

DHL Central District Office was in the middle of this “battlefield”. Lebanese army units were deployed in Central Beirut next to the DHL service point office after the demonstration degenerated into street fighting between protesters and law enforcement. Demonstrators lit fires, trees next to DHL office were set ablaze, road signs were pulled from the ground and nearby shop fronts were smashed. As seen in the pictures attached, police officers in front of DHL office confronting thousands of protestors gathered on the right side of the office. Other Pictures show Police firing tear gas, rubber bullets and water cannon at the protestors facing DHL office.

DHL office was hit several times by stones and bottles, slogans were written by the protesters on DHL office walls. Despite the elevated security level, as BBC reported: “Lebanese protesters demonstrating over a rubbish crisis have clashed with police, leaving at least 15 people injured…”, DHL service point agents Hiba Dagher, Roni Semaan reported normally to their work place and assisted in setting a contingency plan in case of any emergency. On many occasions they had to close the service point quickly as the situation became extremely critical without warning. They continued serving customers and answering calls in the middle of a protest with over 20,000 protestors. The decisions they made during these difficult situations ensured that our customer’s best interests were at heart while keeping our office and shipments protected.

As a service point, Sales is fully driven by Walk-in customers, which dramatically decreased as a result of these events. But Hiba & Roni decided to overcome this obstacle, so they launched a “Field Sales” Project; an innovative approach introduced to the first time in Service Points, where they visited downtown buildings and stores by “foot” searching for potential customers and business opportunities. And by promoting the availability of DHL service even during these riots, they were able to achieve 5% growth in revenue Year on Year, earning the appreciation of the Country Manager for over achieving under crisis.

The Head of Mailing Department in BankMed (DHL KeyAccount Customer) applauded Hiba and Roni continuous support with the Bank’s international consignments especially during the protest and blocked roads. Another VIP customer for DHL Beirut Central District, Mr. El Chami from Joud Company described his experience by commenting: “In addition to their excellent & professional work ,Hiba & Roni take their work very seriously and are passionate about providing outstanding service.”

An article on DHL Lebanon Beirut Central District team was included in the Global Connect In- Brief November issue putting this team on the DHL International map for performing above and beyond.

The Beirut Central District Team received awards and recognitions for their outstanding accomplishment:
- Team Of The Month Award September 2015
- End of Year Recognition for Best Team Award.

Recognition from:
- DHL MENA CEO
- DHL Vice President of Sales
- DHL MENA Retail Director
- DHL Lebanon Country Manager and Customer Service Manager