Hybrid CRM & Onboarding Specialist

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

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.