Client Services Coordinator - 3 Month FTC

Ingram Content Group; Milton Keynes; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Competitive salary

23 days holiday plus Bank Holidays

Life Assurance

Professional development and training

Job summary

Ingram Content Group is seeking a customer-focused professional to support publishers and readers in an on-demand world. You will act as the primary contact for customers, addressing questions, resolving issues, and guiding them through our Lightning Source services.

You will work across teams in the US, UK and AU, handle inquiries by phone, email and chat, and contribute to a positive customer experience through proactive communication and problem solving.

Qualifications

• Strong oral and written communication skills.
• Ability to operate successfully within a fast-paced environment.
• Ability to think critically in ambiguous situations.
• Ability to maintain consistent, punctual attendance.

Responsibilities

• Acts as the primary contact for customers via phone, email and chat.
• Manages customer relationships across departments such as sales and operations.
• Upsells and clarifies special offerings to increase sales volume.
• Responds to publisher queries efficiently and accurately.
• Maintains up-to-date knowledge of Ingram services to advise customers effectively.

Skills

Communication skills

Fast-paced environment

Attention to detail

Active listening

Fluent English

Education

O Level/GSCE level education

Job description

Fixed term contract for a period of 3 months.

Become a part of an innovative team atIngram ContentGroup Ltdhelping to revolutionise the way publishers make books available in an on-demand world and the way that publisher content reaches readers around the world!

Ingram Content Groupis a leader in providing a comprehensive suite of inventory-free on-demand print and distribution services for books to the publishing industry. Our Lightning Source brand gives the publishing community options to print books in any quantity, one to 10,000, and provides its customers access to the most comprehensive worldwide book selling channel in the industry.

Ingram Content Groupis one of the world's largest and most trusted manufacturers and distributors of books. Thousands of publishers, retailers, and libraries worldwide use our products and services to realise the full business potential of books, regardless of format. Ingram Content Group has earned its lead position and reputation by offering excellent service and creating innovative, integrated solutions. Our customers have access to best-of-class print, print-on-demand, inventory management programs.

For more information aboutLightning SourceandIngram Content Groupplease visit our website at www.ingramcontent.com

Job Summary

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

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
• French Speaking, beneficial

Essential Physical Demands:

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

Perks/Benefits

• Competitive salary
• 23 daysholiday plus Bank Holidays
• Life Assurance
• Continuous Professional Development and Training Opportunities
• Free onsite parking at Milton Keynes
• Free Hot drinks
• Snack and Drink Vending machines on site in Milton Keys...
• Long Service Awards
• Cycle to Work Scheme