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Commercial Support Agent (Office Based Account Manager)

Posted: 19 May 2021 Closes: 18 Jul 2021
Smethwick, England, United Kingdom Competitive
Permanent & Full-time -969863801

Area: West Midlands
Department: CSCS
Shift Pattern: 5 out of 7
Working Pattern: Days (Monday - Friday Only)
Company Description

DPD is one of the fastest growing express parcel delivery companies in the UK, with a turnover of £1.9 billion. As a multi award-winning company that has been voted the nation's favourite parcel carrier for eight years running, we have a very clear strategy to support our enviable position. We will deliver the best service, use the best technology, recruit and retain the best people in the industry and be the UK's most sustainable delivery company.

Job Description

We are currently recruiting for a Commercial Support Agent (Office based Account Manager) to join our Sales Support Team in Smethwick (B66 1BY). In this role you will onboard, retain and develop a designated portfolio of customers through proactive telephone and email account management to ensure value and profitability. Other responsibilities will include;
  • Contacting prospect sellers and explain the onboarding process of how to get up and running with DPD.
  • Being the first point of contact for the seller to ensure they have a lasting first impression of DPD.
  • Vetting seller's contents, weights, and dimensions of parcels which includes rejecting sellers for oversized items, contents, bad debt on existing DPD accounts.
  • Liaising with internal stakeholders to obtain packaging authorisation for content that includes food, liquid or Lithium Batteries and completing relevant documentation as required.
  • Liaising directly with Collection Depots, including Depot and Regional Managers regarding setting up Daily Collections and input details on Universe.
  • Liaising directly with Linehaul to arrange trailer collections.
  • Being involved in weekly conference calls liaising with different levels of hierarchy within DPD and Customer to discuss updates, issues with sellers and processes.
  • Keeping the customer up to date on a daily basis of all sellers onboarding progress.
  • Managing an email inbox specifically for queries within the agreed SLA's and dealing with escalations.
  • Exiting sellers from using DPD when required due to sending prohibited items and dealing with any outstanding costs,and liaising with different internal stakeholders.
  • 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 and update relevant managers.
  • Find a mutual satisfactory resolution to all queries/issues raised by customers to underpin long term account retention
  • Record and maintain customer records on Salesforce updating notes in a timely and accurate manner.


About You

As the successful candidate you will be passionate about delivering amazing service every day. Your career history will evidence demonstrable experience of office based account management or a similar role.

You will have a natural ability to engage with customers over the phone or email whilst ensuring that you are delivering outstanding customer service to ensure our customers expectations are met.

You will possess excellent communication and influencing skills with the ability to handle a high and demanding workload.

We will also expect you to be;
  • A person capable of decisive and effective decision-making, in a time pressured environment
  • Someone that really enjoys resolving problems and demonstrates high levels of resilience, self-motivation and flexibility.
  • Proficient in Microsoft Office/Google Suite applications, and SalesForce would be advantageous
  • Self motivated and able to work independently
  • You will have the ability to build rapport with both internal and external stakeholders.
  • Demonstrate the core values of DPD DNA - Passion, Respect, Honesty, Flexibility, Hard Work and Accountability

Additional Information


Your package will include a competitive salary. As well as this you have access to some other fantastic optional benefits such as Cycle2Work Scheme, Dining Cards, Holiday trading and discounts and savings on 1000's of retailers.

There is a culture of recognition and reward within DPD with long-service awards, a special recognition programme for those individuals that go above and beyond, the DPD Personality of the Year and an award ceremony at our annual company conference attended by over 1,000 delegates.

DPD is a Valuable 500 company and a Disability Confident Employer.
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If you would like help and advice about applying for this role please visit the Career Hive