Client Services Coordinator

Job Description

37.5 hours per week 

Monday - Friday 8.30am - 5pm 

Supports customers by answering a wide range of questions, troubleshooting, resolving complaints, and providing guidance related to IngramSpark/Lightning Source service offerings.

• 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.

Skills:

• French Speaking, beneficial
• 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

Essential Physical Demands:

• Ability to work flexible hours.
• Standard office environment and mainly sedentary work.
• Ability to travel if required.

Additional Information

Perks/Benefits:

We believe great people deserve great rewards. Alongside a competitive salary, you'll enjoy a range of benefits designed to support your wellbeing, development, and work-life balance:

• Competitive Salary – Recognising your skills, experience and contribution.

• Generous Holiday Allowance – Enjoy 23 days annual leave plus Bank Holidays, giving you plenty of time to rest and recharge.

• Life Assurance – Providing added peace of mind for you and your loved ones.

• Learning & Development Opportunities – Access ongoing training and professional development to help you grow your career.

• Free Onsite Parking – Convenient, hassle-free parking at our Milton Keynes site.

• Complimentary Hot Drinks – Keep refreshed throughout the day with free tea, coffee and hot drinks.

• Onsite Refreshments – Easy access to snack and drink vending facilities whenever you need a boost.

• Long Service Awards – Celebrating and rewarding loyalty and dedication.

• Cycle to Work Scheme – Save money on a bike and equipment while supporting a healthier, greener commute.

• Healthcare Cash Plan – Helping you claim back everyday healthcare costs and support your wellbeing.