Client Services Representative (AUS)

Ingram Content Group is one of the world's largest and most trusted distributors of physical and digital content. 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 digital, audio, print, print-on-demand, inventory management, wholesale and full-service distribution programs.

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

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 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.

Qualifications

Knowledge, Skills and Abilities:

• 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 full time work schedule during normal company operating hours

Education and Experience

• High school diploma or GED
• 1 year of customer/client service exp

Essential Physical Demands

• Sedentary work
• Standard office environment

Perks/Benefits:

• Competitive salary
• Generous holiday plus Bank Holidays
• Life Assurance
• Company Pension Scheme
• Company Sick Pay Scheme
• Continuous Professional Development and Training Opportunities
• Business Casual dress code, dress down Fridays
• Free onsite parking
• Free Hot drinks
• Snack and Drink Vending machines on site
• Gym Membership Corporate Discount
• Service Awards