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DHL Express Lebanon - 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 Express Tripoli Service Point , Lebanon

Tell the story about what this nominated organization achieved since the beginning of July 2016 (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 success story of DHL Express in the remote areas of Lebanon has further tempted other express transport companies to focus on smaller towns and rural parts of the country. Available in the north area for more than 20 years, DHL Tripoli Branch became the main office to serve customers from all the region.

With a newly renovated Office in 2017, DHL Tripoli Branch reinforced its presence in the second largest city of the country by developing its capabilities to better serve the customer. The purpose of the new office is to bring innovative express solutions to the various companies and individuals in the region, and to provide to its customers an easy access, friendly customer service and sales assistance.

Nibal Yazbeck, Customer Service & Retail Manager of DHL Express Lebanon: “We believe that Tripoli area will be a major gateway for the region in the future, and we are aiming to grow our customer base and boost accessibility, efficiency and convenience for our current customers”

North region generates around 20% of Lebanese total volumes of export; however the economics were hit badly in the past years due to being close to the Syrian conflict zone and suffered from a local parties armed clashes. DHL Express Tripoli Branch is located in the main street that separates between two rival neighborhoods whose residents have been engaged in violence acts against each other for a long time. In the past years, armed clashes erupted, fights with Missiles and bombs broke out, suicide bombers blew themselves up in that area; nevertheless, Tripoli Branch stayed fully operational. With the efforts of Wadah Zeitouni and the couriers, we were able to keep DHL promise of “Excellence Simply Delivered” to all its customers even in rough situations.

That situation didn’t stop the Sales and Customer Service Representative in Tripoli Branch to show a remarkable growth in revenue in the past years with an average revenue growth of 14% in 2015, 28% in 2016 and 7% in 2017.

Being a successful Customer Service and Sales Agents at the same time requires more than talent and motivation. Wadah Zeitouni has been representing DHL in Tripoli for almost 20 years now; an experienced Sales and Customer Service Agents who handles per year around 3500 Cash and Account Base Customers. He also helped in achieving revenue targets through effectively promoting and selling DHL’s products and value-added services. He is one of the TOP SELLERS with a percentage of 78% of all shipments sold with Value-added services. He also helped gaining new business across the area through negotiating at the appropriate level, as well as maintaining and developing existing customers. He could achieve 20 % new business and develop DHL Express market share in the north to hit 55 % .

In 2017, One of our high billing customers who sell Lebanese sweets online reported a claim on the condition of the sweets delivered to their customers; Wadah didn’t only report this to the Claim department but he took the initiative to study the root cause of the problem and went to the customer’s operation to check the packing material and trained the employees how to pack the sweets in a way to avoid air getting inside the box and ruining the product quality while in transit. This exceptional approach from this agent guaranteed the delivery of solutions, adding value to customers and enabling them to achieve corporate objectives and gain competitive advantage.

Awards:
-End of Year Recognition For Best Team 2015
-Long Service Award For Wadah Zeitouni
-Employee of the Year 2014 For Wadah Zeitouni
-Spotlight For Wadah Zeitouni October 2017

The dedication, enthusiasm and insight put by Tripoli team in their daily routine made the “impossible” “possible”. Therefore The “Sales Distinction of the Year” would be an award that would honor the positive contribution of the service point team and an inspiration to keep shining.