Onboarding and Support Specialist

DHL Express; Maidstone; On-site; GBP 25,000 - 34,000; Full time

Job summary

DHL Express UK in Maidstone is seeking an Onboarding and Support Specialist. You’ll guide customers from onboarding through to first invoice, coordinating with Sales, Operations, Customs, Finance and Customer Services to ensure a smooth start and a positive experience.

This role is a stepping stone into frontline sales, with a strong focus on building relationships, identifying growth opportunities, and delivering effective training and support both onsite and virtually.

Qualifications

• Minimum 2 years in a customer-focused role.
• Minimum Grade 4 (or equivalent) in English and Maths.

Responsibilities

• Manage onboarding from setup to first shipment.
• Coordinate cross-functional teams to ensure customers are operationally ready.
• Provide guidance on DHL products, services and digital tools.
• Support account setup, pricing, invoicing and billing enquiries.
• Deliver onsite and virtual customer support and training.
• Build relationships with customer stakeholders to drive satisfaction.

Skills

Customer service

Stakeholder management

Organisational skills

Cross-functional coordination

Problem solving

Digital tools

Commercial awareness

Follow-through

Education

GCSEs English and Maths (Grade 4)

Job description

DHL Express UK

Location: Maidstone

Contract Type: Permanent(Full-time)

DHL Express UK

At DHL Express, we're proud to be recognised globally as a leader in international express logistics. Our people are at the heart of our success, and we're looking for a customer-focused, commercially minded individual to join our team as a Onboarding and Support Specialist.

This is an exciting opportunity to build a career within DHL, acting as a key link between our customers and sales teams while developing your skills for a future career in frontline sales.

About The Role

As a Onboarding and Support Specialist, you will play a vital role in supporting both new and existing customers throughout their journey with DHL. You'll guide customers from onboarding through to first invoice, ensuring a seamless introduction to our products, services and digital tools.

Working closely with Sales, Operations, Customs, Finance and Customer Services teams, you'll help deliver an exceptional customer experience while identifying opportunities to support business growth.

This role is viewed as an Account Manager trainee position, offering a natural progression pathway into sales.

What You'll Be Doing

• Managing the onboarding process for new customers from setup to first shipment.
• Coordinating cross-functional teams to ensure customers are operationally ready.
• Providing guidance on DHL products, services, customs requirements and digital tools.
• Supporting customers with account setup, pricing, invoicing and billing enquiries.
• Delivering onsite and virtual customer support, training and guidance.
• Building strong relationships with customer stakeholders to drive satisfaction and retention.
• Proactively identifying sales opportunities and generating qualified leads for the sales team.
• Supporting customer retention activities and managing down-trader and lost customer reports.
• Resolving customer issues or escalating them to the appropriate support teams.
• Providing valuable customer and market insights to support commercial growth.

What We're Looking For

Essential Skills & Capabilities

• Strong customer service and relationship-building skills.
• Excellent communication and stakeholder management abilities.
• Strong organisational skills with high attention to detail.
• Ability to coordinate multiple activities across different teams.
• Proactive problem-solving and issue resolution skills.
• Confidence using digital tools and technology.
• Commercial awareness with the ability to identify growth opportunities.
• Strong follow-through and accountability.
• Customer-centric mindset with a passion for delivering excellent service.

Experience

• Minimum of 2 years' experience in a customer-focused role.

Qualifications

• Minimum Grade 4 (or equivalent) in English and Maths.

Why Join DHL Express?

At DHL, you'll be part of a company that's consistently recognised as a great place to work. We invest in our people, provide opportunities for career progression, and encourage continuous development.

We offer:

• Industry-leading training and development
• Career progression opportunities
• A collaborative and supportive team environment
• The opportunity to work for a globally recognised brand
• A role with genuine exposure to sales and account management

If you're passionate about customer service, enjoy building relationships, and are looking to take the next step towards a rewarding career in sales, we'd love to hear from you.

Diversity & Inclusion

We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.

Privacy Notice

DHL International (UK) Ltd acts as a "Data Controller" and, in line with our responsibilities under the General Data Protection Regulations (GDPR), we take data protection very seriously. We collect and use your Personal Information in accordance with our Privacy Policy, which will be supplied as part of the recruitment process.