Client Services Coordinator

Ingram Content Group; Milton Keynes; On-site; GBP 25,000 - 45,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Support Specialist to enhance customer satisfaction through effective communication and relationship management. In this role, you will be the primary point of contact for clients, ensuring their queries are addressed promptly and accurately. You will leverage your strong communication skills and critical thinking to navigate a fast-paced environment and adapt to changing demands. This position offers a competitive salary and a range of benefits, including generous holiday allowances and professional development opportunities, making it an excellent opportunity for career growth in a supportive atmosphere.

Benefits

Competitive salary

Generous holiday plus Public Holidays

Company Superannuation Scheme

Company Sick Pay Scheme

Continuous Professional Development

Business Casual dress code

Free onsite parking

Snack and Drink Vending machines

Service Awards

Qualifications

• Minimum of three years’ work experience in a related industry.
• O Level/GCSE level education required.

Responsibilities

• Act as primary contact for customers, managing relationships effectively.
• Resolve customer queries across multiple communication channels.
• Maintain up-to-date knowledge of Ingram services.

Skills

Communication Skills

Critical Thinking

Flexibility

Attention to Detail

Customer Relationship Management

Time Management

Education

O Level/GCSE

Job description

Job Description

Supports customers by answering a wide range of questions, troubleshooting, resolving complaints, and providing guidance related to Lightning Source service offerings.

Essential Job Duties:

• Acts as the primary and oftentimes sole point of contact for customers.
• Manages customer relationship interfacing between the customer and other departments such as sales, premedia, and operations.
• Increase sales volume via clarification of special offerings and upselling.
• Deals with all publisher queries efficiently and accurately on the phone, email and chat.
• Ensures customer questions and concerns are resolved with a satisfactory resolution.
• Manages new and outstanding customer requests, responding to emails and providing updates in a timely manner.
• Maintains up-to-date and accurate knowledge on the full range of Ingram services, to be able to advise customers appropriately.
• Uses a wide variety of internal systems and platforms to ensure customer requirements are recorded and actioned accurately.
• Liaison with internal teams across US, UK, and AU as necessary to meet the needs of the customer.
• Support the drive for sales growth via effective execution of upselling.
• Provide support and answer questions for third-party customer service agents, resulting in a positive customer experience.
• Attend recurring virtual meetings with customers to provide white-glove level of service and support.
• Maintain knowledge of industry best practices and components of customer success, such as metadata optimization and file creation compliance.
  
  
  

Other Duties:

• Any other duties as required in line by managers from time to time, and commensurate with role and responsibilities
  
  
  

Qualifications

Experience:

• Minimum of three years’ work experience in a related industry/field.
  
  
  

Education:

• O Level/GSCE level education required.
  
  
  

Skills:

• Possess strong oral and written communication skills
• Manage workload by establishing priorities
• Ability to operate successfully within a fast-paced environment
• Ability to think critically in ambiguous situations
• Handle accounts with minimum supervision
• Flexibility is critical – must be able to adapt to frequent change with little or no negative impact to productivity
• Ability to be flexible/multi-task based on workflow demands
• Ability to speak, write and read the English language
• Ability to develop constructive and cooperative working relationships with others, and maintain them over time
• Ability to exercise effective judgment, sensitivity, creativity to changing needs and situations
• Ability to maintain consistent, punctual and regular attendance
• Ability to receive and give information in a courteous manner over the telephone, via electronic communication or in person
• Ability to engage in active listening with coworkers, management and clients/customers
• Attention to detail
• Knowledge of organization, operating procedures and policies of the company
• Ability to apply new knowledge, technology and procedure to job responsibilities
• Ability to meet and maintain performance objectives (standards)
• Ability to maintain a full-time work schedule during normal company operating hours
  
  
  

Essential Physical Demands:

• Ability to work flexible hours.
• Standard office environment and mainly sedentary work.
• Ability to travel if required.
  
  
  

Additional Information

Perks/Benefits:

• Competitive salary
• Generous holiday plus Public Holidays
• Company Superannuation Scheme
• Company Sick Pay Scheme
• Continuous Professional Development and Training Opportunities
• Business Casual dress code, dress down Fridays
• Free onsite parking
• Snack and Drink Vending machines on site
• Service Awards