Commercial Support Agent

6 months ago

Smethwick, United Kingdom DPD Group UK Full time

**Company Description**
- ** Contract Type**:Permanent / 37.5 hours per week
- ** Salary**:Circa £29,100
- ** Location**:Smethwick - Roebuck Lane B66 1BY
- ** Days of Work**: Monday to Friday - 2 alternating shifts (8am - 4pm / 10am - 6pm)
- ** 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.

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..
- 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**

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
- Health Kiosks visiting every location
- 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.

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