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)
Prospect (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.
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📌 Inside Sales Representative (Sydney)
🏢 Dll
📍 Sydney