Onboarding and Support Specialist

Onboarding and Support Specialist

Location: Northampton

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 Expres...