Digital Direct Agent - Remote/West Coast

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Job Description:

Job Summary – Digital Direct Agent

*This position is a WFH position.*

The Digital Direct Agent is responsible for growing customer revenue in the Digital Direct Segment.  He/She uses available resources to learn customers businesses, identify business needs, and follows up on Digital Opportunities resulting from Digital Marketing efforts and nurture programs about UPS’s products and services to meet SMB shipping needs. 

This position is responsible for revenue growth in the Digital Direct Segment by following up on sales escalations surfaced from internal and external sources and conversion of digital opportunities surfaced through Digital Marketing efforts and channels.

Performs Pre-call customer research and Strategy Development

• Works with Digital Marketing to understand segment digital messaging, the products being positioned, and the actions UPS customers are being encouraged to take.
• Uses sales and marketing tools to research customer business, prioritize new business opportunities, and convert growth opportunities

Maintains industry and product knowledge to address potential customers business needs

• Maintains up-to-date knowledge of UPS’s products and services to generate solutions that meet customer needs in the Digital Direct Segment
• Researches competitor strategies, capabilities, and pricing patterns to identify ways to position UPS’s products and services advantageously

Positions and applies UPS Value Proposition to retain, penetrate, and convert business

• Questions customers to learn about their businesses and industries, go-to-market strategies, and shipping needs.
• Uses knowledge of customers’ businesses to demonstrate how UPS’s products, services and value propositions can support and help customers achieve their business objectives.
• Follows-up on digital opportunities and uses Customer Relationship Management (CRM) systems to documents sales efforts (e.g., call notes, billing updates, etc.).
• Uses Microsoft office 365 and other designated tools synchronize tasks and schedule customer interactions
• Uses various channels to connect with customers, position UPS products and services, pricing, and account solutions to retain and penetrate current business.

Responds to customer segment inquires

• Educates customers to use existing service channels or redirects service issues to appropriate groups to expedite problem resolution.
• Responds to customer product questions and inquires to meet customer needs
• Provides escalated customer service and support when necessary to resolve customer concerns
• Provides feedback to new product and digital marketing teams to develop future UPS SMB solutions for customers

Employee Type:

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.

Other Criteria:

UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law.

Basic Qualifications:

Must be a U.S. Citizen or National of the U.S., an alien lawfully admitted for permanent residence, or an alien authorized to work in the U.S. for this employer.