Supports customers by answering a wide range of questions, troubleshooting, resolving complaints, and providing guidance related to IngramSpark/Lightning Source service offerings.
Responsibilities
* Acts as the primary and oftentimes sole point of contact for customers.
* Manages customer relationships, interfacing between the customer and other departments such as sales, pre‑media, and operations.
* Increases sales volume by clarifying special offerings and upselling.
* Handles all publisher queries efficiently and accurately via 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 of the full range of Ingram services to advise customers appropriately.
* Uses a wide variety of internal systems and platforms to record and action customer requirements accurately.
* Liaises with internal teams across US, UK, and AU to meet customer needs.
* Supports the drive for sales growth through effective execution of upselling.
* Provides support and answers questions for third‑party customer service agents, ensuring a positive customer experience.
* Attends recurring virtual meetings with customers to provide white‑glove level service and support.
* Maintains 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 by managers from time to time, commensurate with the role and responsibilities.
Qualifications
* Minimum of three years' work experience in a related industry or field.
* O Level/GCSE level education required.
* Strong oral and written communication skills.
* Ability to manage workload by establishing priorities.
* Ability to operate successfully within a fast‑paced environment.
* Ability to think critically in ambiguous situations.
* Handles accounts with minimum supervision.
* Flexibility to adapt to frequent change with little or no negative impact on productivity.
* Ability to multitask based on workflow demands.
* Proficiency in speaking, writing, and reading English.
* Ability to develop constructive and cooperative working relationships and maintain them over time.
* Ability to exercise effective judgment, sensitivity, and 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 procedures 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 with predominantly sedentary work.
* Ability to travel if required.
About Ingram Content Group
Become a part of an innovative team at Ingram Content Group Pty Ltd, helping to revolutionise the way publishers make books available in an on‑demand world and how publisher content reaches readers around the world.
Ingram Content Group is 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 offers the publishing community options to print books in any quantity, from one to 10,000, and provides its customers access to the most comprehensive worldwide book‑selling channel in the industry. Ingram Content Group is 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, and inventory‑management programs.
Benefits
* Competitive salary
* 23 days holiday 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 Keynes
* Long Service Awards
* Cycle to Work Scheme
#J-18808-Ljbffr