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