Sales and CRM Support Agent

DPD Group UK; Smethwick; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Holiday trading

Enhanced maternity/paternity package

Life assurance 4x salary

Free onsite parking

Retail discounts

Milestone days off

Free eye tests

Job summary

DPD is recruiting for a Sales and CRM Support Agent to join the Head Office in Smethwick. You will provide exceptional support to customers, Sales and CRM teams and Franchisees in a fast-paced environment.

Key duties include handling inquiries, processing leads in Salesforce, managing account paperwork, and maintaining customer logins for MyDPD. A focus on accuracy, communication, and timeliness is essential.

Qualifications

• Be computer literate with the ability to use Microsoft and G Suite packages, Salesforce is desirable
• Strong communication skills both verbally and written with a confident telephone manner
• 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

Responsibilities

• Dealing with inbound customer calls & emails professionally and efficiently within agreed SLA’s
• Issuing customer price requests and advising on relevant customs information
• Dealing with new customer account queries and entering new sales leads into Salesforce
• Actioning new account paperwork
• Taking incoming calls and emails from Sales/Customer Relationship Managers (CRM) /Franchisee’s and external customers, responding to their enquiries efficiently and professionally
• Actioning customer maintenance requests in in house computer systems such as notifications, delivery actions and exceptions
• Processing Salesforce request forms and ensuring all relevant departments are notified of the changes
• Creating and maintaining customer logins for MyDPD shipping platform
• Dealing with customer stationery requests, checking required volumes in Analytics

Skills

Communication skills

Organisational skills

Customer service

Time management

Telephone manner

Tools

Salesforce

Microsoft Office

G Suite

Job description

• Contract Type:Permanent / 37.5 hours per week


• Salary:Up to£27,141.36 depending on experience


• Days of Work:Monday to Friday between the hours of 8:00am - 16:00 and 10:00 - 6:00pm


• Hybrid Working:3 days office based, 2 at home

DPD is a member of Geopost, one of Europe's leading parcel delivery networks, and aims to be the most sustainable delivery company in the UK, with a turnover of nearly £2 billion. We also deliver the best service, use the best technology and recruit and retain the best people in the industry.

Job Description

Our Sales and CRM Support Team Manager is currently recruiting for a Sales and CRM Support Agent to join their highly skilled and friendly team. This role will be based from our Head Office in Smethwick.

As a Sales and CRM Support Agent your key focus will be to provide exceptional support to our customers as well as our Sales, Customer Relationship Managers & Franchisee’s ensuring all enquiries are dealt with professionally and in a time efficient manner.

Your key accountabilities will include;

• Dealing with inbound customer calls & emails professionally and efficiently within agreed SLA’s


• Issuing customer price requests and advising on relevant customs information


• Dealing with new customer account queries and entering new sales leads into Salesforce


• Actioning new account paperwork


• Taking incoming calls and emails from Sales/Customer Relationship Managers (CRM) /Franchisee’s and external customers, responding to their enquiries efficiently and professionally


• Actioning customer maintenance requests in in house computer systems such as notifications, delivery actions and exceptions


• Processing Salesforce request forms and ensuring all relevant departments are notified of the changes


• Creating and maintaining customer logins for MyDPD shipping platform


• Dealing with customer stationery requests, checking required volumes in Analytics

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 or 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


• 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

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


• Free onsite car parking for all employees


• Discounted shopping from 100’s of retailers including up to 5% off supermarket shopping


• Milestone Days off to celebrate with your family and friends


• 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!