Introduction to UPS and the Role
Imagine being part of a Fortune Global 500 organization that is committed to innovation, customer satisfaction, and employee growth. At UPS, we envision a future where our talented teams, cutting-edge technology, and dedication to excellence come together to make a lasting impact. We are now seeking an experienced and results-driven Digital Direct Agent to join our team, focusing on the Remote and West Coast operations. This role is designed for a highly motivated individual who is passionate about driving revenue growth, building strong customer relationships, and contributing to the success of our Digital Direct Segment.
Job Summary
The Digital Direct Agent is a critical position within our organization, responsible for growing customer revenue in the Digital Direct Segment. This role involves using available resources to learn about customers' businesses, identifying their needs, and following up on digital opportunities resulting from our digital marketing efforts and nurture programs. The successful candidate will be able to position and apply the UPS Value Proposition to retain, penetrate, and convert business, ensuring that our products and services meet the shipping needs of small to medium-sized businesses (SMBs).
Key Responsibilities
- Perform pre-call customer research and strategy development to understand customer businesses and identify potential growth opportunities.
- Work closely with our Digital Marketing team to understand segment digital messaging, products, and customer actions, and to prioritize new business opportunities.
- Maintain up-to-date knowledge of UPS's products and services to generate solutions that meet customer needs in the Digital Direct Segment.
- Research competitor strategies, capabilities, and pricing patterns to identify ways to position UPS's products and services advantageously.
- Position and apply the UPS Value Proposition to retain, penetrate, and convert business, using knowledge of customers' businesses to demonstrate how our products and services can support their objectives.
- Follow up on digital opportunities, using Customer Relationship Management (CRM) systems to document sales efforts and synchronize tasks and schedule customer interactions.
- Respond to customer segment inquiries, educate customers on existing service channels, and provide escalated customer service and support when necessary.
- Provide feedback to new product and digital marketing teams to develop future UPS SMB solutions for customers.
Essential Qualifications
To be successful in this role, you will need to possess a strong and diverse skillset, including:
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
- Proven sales and customer service experience, with a focus on driving revenue growth and meeting customer needs.
- Strong research and analytical skills, with the ability to understand customer businesses and identify potential growth opportunities.
- Knowledge of UPS's products and services, as well as competitor strategies and market trends.
- Ability to work in a fast-paced environment, prioritizing tasks and managing multiple projects simultaneously.
- Strong technical skills, including proficiency in Microsoft Office 365 and CRM systems.
Preferred Qualifications
In addition to the essential qualifications, we are looking for candidates who possess:
- A bachelor's degree in a related field, such as business, marketing, or communications.
- Experience working in a remote or virtual environment, with a proven ability to self-motivate and manage time effectively.
- Knowledge of digital marketing principles and practices, including social media, email marketing, and search engine optimization.
- Experience working with SMBs, with a strong understanding of their shipping needs and challenges.
- A strong track record of sales and customer service success, with a focus on driving revenue growth and meeting customer needs.
Skills and Competencies
To be successful in this role, you will need to possess a range of skills and competencies, including:
- Communication skills: Excellent verbal and written communication skills, with the ability to build strong relationships with customers and internal stakeholders.
- Sales and customer service skills: Proven sales and customer service experience, with a focus on driving revenue growth and meeting customer needs.
- Research and analytical skills: Strong research and analytical skills, with the ability to understand customer businesses and identify potential growth opportunities.
- Technical skills: Strong technical skills, including proficiency in Microsoft Office 365 and CRM systems.
- Time management and organization skills: Ability to work in a fast-paced environment, prioritizing tasks and managing multiple projects simultaneously.
Career Growth Opportunities and Learning Benefits
At UPS, we are committed to the growth and development of our employees. As a Digital Direct Agent, you will have access to a range of training and development opportunities, including:
- Comprehensive sales and customer service training, with a focus on driving revenue growth and meeting customer needs.
- Ongoing product and service training, to ensure that you have the knowledge and skills needed to succeed in your role.
- Opportunities for career advancement, including promotions to senior sales and customer service roles.
- Access to a range of online learning resources, including webinars, workshops, and online courses.
Work Environment and Company Culture
At UPS, we are proud of our company culture, which is built on a foundation of integrity, respect, and excellence. As a Digital Direct Agent, you will be part of a dynamic and supportive team, with a focus on collaboration, innovation, and customer satisfaction. Our work environment is fast-paced and challenging, but also rewarding and fun, with a range of opportunities for growth and development.
Compensation, Perks, and Benefits
We offer a competitive salary and benefits package, including:
- A dependable salary, with opportunities for bonuses and commissions.
- A range of benefits, including medical, dental, and vision insurance, as well as a 401(k) retirement savings plan.
- Opportunities for career advancement, including promotions to senior sales and customer service roles.
- Access to a range of online learning resources, including webinars, workshops, and online courses.
- A dynamic and supportive work environment, with a focus on collaboration, innovation, and customer satisfaction.
Conclusion
If you are a motivated and results-driven sales and customer service professional, with a passion for driving revenue growth and meeting customer needs, we encourage you to apply for this exciting opportunity. As a Digital Direct Agent at UPS, you will be part of a dynamic and supportive team, with a focus on collaboration, innovation, and customer satisfaction. You will have access to a range of training and development opportunities, as well as a competitive salary and benefits package. Don't miss out on this opportunity to take your career to the next level - apply now!
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