DHL Express, Beirut, Lebanon - Sales Distinction of the Year

Gold Stevie Award Winner 2017, Click to Enter The 2018 Stevie Awards for Sales and Customer Service

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 Express 24/7 Service Point

Tell the story about what this nominated organization achieved since the beginning of July 2015 (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:

When DHL General Manager took an unprecedented decision to open the first 24 hours express service point in Lebanon, many people were wondering how this will turn out. Few years later, the same service point became the bestselling POS across the country. Offering to our customers the advantage of passing by anytime to collect or send their shipments at their convenience every minute of the day for 365 Days a year, Lebanon Express Service Point maintained an A class service.

With a very critical economic situation and while the DHL overall country is reporting a low growth in revenue, DHL Jal El Dib Service Point achieved a remarkable revenue growth of 10% in 2016 vs 2015. This was the result of true hard work put by this team in following aggressive up-selling activities.

DHL Lebanon got ranked Top Insurance on Document Seller in the MENA Region for 2016 with the help of Jal El Dib Service Point who achieved a percentage of 50% in upselling this new DHL service.

What is so special about this service point?

Other than it’s located on the main highway, DHL service point attracted a high number of customers with its easy access and professional amenities, friendly customer service and sales assistance. It has a “Do it yourself” area, with full facilities for customers self-packing their own shipments, preparing their shipping documents.

With a flow of around 10,000 Shipments in 2016, DHL Jal El Dib Agents handled on average 1 customer per 3 minutes, cultivated an extraordinary level of customer loyalty building strong bonds keeping these customers coming back again.

DHL Jal El Dib Service Point was utilized in more than one occasion as the contingency head quarter. During the war, this service point handled a volume traffic worth Millions of Dollars, more than 900 tones were transited thru this service point using 50 Trucks and 45 vehicles ; a revenue which the company could have lost due to airport closure . It was the central control of all dispatch from Lebanon during critical times, and the base for a contingency call center which provided customers with the fastest and safest shipping solutions among all other competitors.

MENA Retail director Hesham Salama said: ”Managing over 250 service points in the MENA region, when I talk about flagship in terms of service and store look and energy, I refer to Jal El Dib Service Point”

The standards used in Jal El Dib Service Point are now being replicated in Saudi Arabia…

VIP customer for DHL Jal El Dib, Imad Saad commented: “This team always starve to provide a high level of customer service taking into consideration that all DHL customers have an express requirement and are looking for instant and immediate action”

Lebanese Fashion designer Mikael Derderian (designer for celebrities like Halle Berry, Mariah Carey) chooses DHL Jal El Dib for his international consignment relying on the agents skills and follow-up when it comes to fashion shows deadline.

This team, made of 5 Certified International Specialists, scored the highest of all other service points with a Service Quality grade of 96/100. They received several individual awards, for their extraordinary performance and exceptional service.

Christelle Abou Jaoude, Employee of the month April 2013(Nominated Employee Of The Year 2013).

Robert Farhat, Employee Of The month August 2011(Nominated Employee Of The year 2011).

Rania Khodor, Employee Of The month October 2016(Nominated Employee Of The year 2016).

Rayen Charafedean, Employee Of The month May 2016(Nominated Employee Of The year 2016) & Job Well Done May 2015.

Khalil Harmoush, Spot Light November 2015.

DHL Jal El Dib Service Point is committed to deliver a great service to its customers and to accomplish tremendous results. Therefore “ Sales Distinction of the Year” would be an award that would honor the great work and effort the service point team has placed marking a special acknowledgment for such an exceptional team.