Commercial Support Agent

DPD; Sandwell; Hybrid; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Holiday trading

Enhanced maternity and paternity

Free life assurance of 4 x salary on a

pension scheme

Vitality at Work

Free On Site Parking

Discounted shopping from 100’s of ret

Milestone Days off

Free eye tests

Job summary

DPD UK is seeking a Commercial Support Agent to onboard, retain and develop strategic account sellers through proactive telephone and email account management. You will liaise with Health & Safety, IT, and depots to ensure compliant onboarding and smooth operations.

This role is based in Smethwick with hybrid working (3 days in the office, 2 days at home). You will handle high volumes of customer interactions and maintain accurate Salesforce records.

Qualifications

• Strong administrative and customer support experience, ideally in sales/CRM.
• Ability to thrive in a fast-paced environment.
• Good organisational, customer service and computer literacy skills.
• Proficient in Microsoft Office and G Suite; Salesforce desirable.

Responsibilities

• Onboard, retain and develop a designated portfolio of Strategic account sellers.
• Be the first point of contact for sellers and ensure a strong initial impression.
• Check parcel contents, weights and dimensions for sortation compatibility.
• Complete online form for foods/liquids if applicable.
• Coordinate with Health & Safety for packaging authorisation and obtain required documents.
• Obtain Lithium Battery agreements and HS17 forms; ensure forms are correct before submission.
• Work with IT Automation to provide label information.
• Coordinate with Collection Depots and Regional Managers for Daily Collections.
• Arrange trailer collections with Transport; update sellers on onboarding progress.
• Maintain a log of seller issues and respond to queries within SLA.
• Escalate issues as needed and manage customer complaints with depots.
• Remove sellers if prohibited items are identified; coordinate cleanup costs if any.
• Record customer interactions in Salesforce and order labels for sellers.

Skills

Administrative experience

Customer support

Communication skills

Computer literacy

Time management

Stakeholder communication

Telephone manner

Tools

Salesforce

Microsoft Office

G Suite

Job description

• Job Title: Commercial Support Agent - Amazon MFN
• Function: Customer Services
• Vacancy Type: Permanent - Full Time

Company Description

• Contract Type: Permanent / 37.5 hours per week
• Salary:Up to£32,026.62 depending on experience
• Location: Smethwick - Roebuck Lane B66 1BY
• Days of Work: Monday to Friday between 08:00 : 16:00 / 10:00: 18:00 (rotating)
• Hybrid Working: 3 days office based, 2 at home

DPD UK is a member of Geopost who are a market leader in parcel delivery and e-commerce solutions, providing a broad range of delivery and innovative services for customers worldwide. DPD UK has a turnover of nearly £2 billion and our aim is to be the most sustainable delivery company in the UK. At DPD UK we also aim to deliver the best service, use the best technology and recruit and retain the best people in the industry.

DPD is a Valuable 500 company and a Disability Confident Employer.

Job Description

Our Sales and CRM team are looking for a Commercial Support Agent to onboard, retain and develop through proactive telephone / email account management the value and profitability of a designated portfolio of Strategic account sellers.

Key Responsibilities:

• Contact prospect sellers and explain the onboarding process.
• Be the first point of contact for the seller to ensure they have a lasting first impression.
• Check the seller's contents, weights, and dimensions of parcels to ensure compatible with our sortation process
• If contents contain food or liquid, complete the online form via
• Sales force and liaise directly with the Health & Safety team to obtain packaging authorisation. (This also involves obtaining images of the packaging, liquid information including volumes)
• Liaise directly with the seller and our Health and Safety department regarding obtaining Lithium Battery agreements and HS17 Forms. Checking forms are completed correctly before sending them to Health and Safety for approval
• Work with IT Automation to obtain and share information on labels
• Liaise directly with Collection Depots, including Depot and Regional Managers regarding setting up Daily Collections via Universe.
• Liaise directly with Transport to arrange trailer collections.
• Keep account holders up to date on a daily basis of all sellers onboarding progress.
• Maintaining a log regarding seller issues..
• Action email inbox specifically for queries ensuring they meet with the SLA.
• Dealing with escalations sent by sellers, account holders and CRM.
• Exit sellers when required due to sending prohibited items. (if there are any cleanup costs, liaise between Health & Safety, NSAM and the seller)
• Aftercare of sellers via onboarding inbox or telephone dealing with customer complaints, working with depots to resolve collection issues.
• Obtain peak volume forecasts from sellers to update Depot Managers and Regional managers.
• Find a mutual satisfactory resolution to all queries/ issues raised by customers to achieve long term account retention
• Record and maintain customer records on Salesforce updating notes in a timely and accurate manner
• Order labels for sellers

Qualifications

About You

As the successful candidate your CV will clearly demonstrate that you have developed strong all round administrative and customer support experience ideally gained within a sales/CRM or a similar environment.

Due to the nature of our business the ability to thrive in a busy and fast paced environment would be preferred.

Your strong organisational, customer service and computer literacy skills will be fully utilised in this role. Alongside these you will need to have;

• Be computer literate with the ability to use Microsoft and G Suite packages, Salesforce is desirable
• You will have strong communication skills both verbally and written coupled alongside a confident telephone manner
• You will be able to communicate effectively with senior stakeholders and strategic customers
• Experience of handling high volumes of customer interactions
• High attention to detail and ability to produce quality work and manage your time effectively
• Demonstrate the core values of DPD – Passion, Respect, Honesty, Flexibility, Caring and Accountability.

Additional Information

About our Benefits

We recognise that our people are at the heart of our business, without them we wouldn’t be able to deliver our award-winning service to millions of customers across the country each day. It’s important to us that we demonstrate our recognition of you in providing you with more than just a salary and job stability. To name but a few...

• Holiday trading
• Enhanced maternity and paternity package
• Free life assurance of 4 x salary on joining the pension scheme
• Vitality at Work
• Free On Site Parking
• Discounted shopping from 100’s of retailers including up to 5% off supermarket shopping
• Milestone Days off to celebrate with your family and friends
• For employees who regularly use a screen as part of their job we offer free eye tests and support with the cost of glasses

Joining DPD can lead to not just a stable job but also a career. DPD prides itself on recognising and developing talent alongside a desire to promote from within. As a continually growing and evolving organisation, we are proud to offer a great number of development and promotion opportunities.

If you identify with our aims and values and can help us deliver our customers' promises, then this is the job for you!