Sales and CRM Support Agent

DPD UK; Smethwick; Hybrid; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Holiday trading

Enhanced maternity/paternity package

Free life assurance of 4 x salary

Free onsite car parking

Discounted shopping

Milestone Days off

Free eye tests

Job summary

DPD UK is seeking a Sales and CRM Support Agent at its Smethwick head office. You will provide exceptional support to customers and internal teams, handling inquiries by phone and email, and ensuring response times align with SLAs.

You'll manage Salesforce leads, quotes, and account setup, process price requests, and maintain MyDPD logins, while collaborating with CRM Managers and franchisees. The role offers hybrid working and a busy, customer-focused environment.

Qualifications

• Proficient with Microsoft Office and G Suite; Salesforce desirable.
• Strong verbal and written communication, with confident telephone manner.
• Experience handling high volumes of customer interactions.
• Excellent attention to detail and time management.
• Aligned with DPD values: Passion, Respect, Honesty, Flexibility, Caring, Accountability.

Responsibilities

• Handle inbound calls and emails professionally within SLAs.
• Process price requests and provide customs information.
• Enter new sales leads into Salesforce and action new accounts.
• Process quote amendments and maintenance requests.
• Create and manage customer logins for MyDPD platform.
• Notify relevant departments of Salesforce changes.

Skills

Communication skills

Customer service

Time management

Tools

Salesforce

Microsoft Office

G Suite

Job description

• Contract Type: Permanent / 37.5 hours per week
• Salary: Up to £27,955.60 per annum depending on experience
• Location: Smethwick - Roebuck Lane B66 1BY
• Days of Work: Monday to Friday 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
• Processing quote amendments
• 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!