Company DescriptionJob Description
Ingram Content Group is hiring for a Client Services Coordinator to contribute to our IngramSpark team in Dandenong South.
This individual will support customers by answering a wide range of questions, troubleshooting, resolving complaints, and providing guidance related to IngramSpark/Lightning Source service offerings.
At Ingram, our publisher-facing business offers more than just traditional wholesale services. It offers fully integrated and relevant solutions for client publishers. Comprised of book printing, digital book, distribution, publishing sales and marketing services, this part of Ingram’s business helps publishers discover more ways to sell content in markets across the globe.
The world is reading, and it is our goal to connect as many people to the content they want in the simplest ways. If you share that passion, enjoy working in a fast-paced environment and want to contribute to a strategic part of the business that is evolving and expanding, we can’t wait to meet you!
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 support.
- Maintain knowledge of industry best practices and components of customer success, such as metadata optimisation and file creation compliance.
Other Duties:
- May be required to accompany Account Managers to publisher meetings.
- Any other duties as required in line by managers from time to time, and commensurate with role and responsibilities.
Qualifications
(Typical Experience, Typical Education, Knowledge/Skills/Abilities):
Experience:
- Minimum of three years’ work experience in a related industry/field.
Skills:
- Customer-centric approach.
- Appropriate telephone etiquette.
- Attention to detail.
- Good administrative skills, able to prioritise workload and work on own initiative.
- IT literate.
- Good levels of literacy and numeracy.
- Problem-solving and solutions-focused.
- Positive and constructive approach to working with others.
- Flexibility is critical – must be able to adapt to frequent change
- Experience of B2B and B2C client support.
- Proven experience of working in a fast-paced, changing environment.
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
- Continuous Professional Development and Training Opportunities
- Free onsite parking
- Free Hot drinks
- Service Awards
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