Job Description
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 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.
Key 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.
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