Business Operations Specialist IPS UK

Job Description

Serves as a liaison among IPS UK stakeholders to understand and track solutions for the business needs; ensuring requirements of internal and external clients are met.

Identifies gaps/areas for improvement and works with Business Operations Manager to recommend solutions.

Works closely with other departments to enhance, test, maintain, and monitor IPS UK reporting-related products; this will include, but is not limited to, validating data, carrying out cyclical processes effectively, troubleshooting issues that arise, and assisting in the training of business unit associates.

Receives and handles various order and inventory level transactions on behalf of IPS UK clients.

Essential Duties:

• Acts as a subject matter expert for select IPS UK processes and participates in ensuring the continued success of these processes.
• Works with business stakeholders to IPS UK sales analyse data.
• Generates ad hoc reports to support IPS UK client services, sales, and customer care teams as well as IPS UK client needs.
• Works with Business Operations Manager to develop and collect measurements of service levels and provides analysis and recommendations for process improvement/change.
• Identifies opportunities for procedural efficiency; streamlines and improves processes where possible.
• Communicates clearly and consistently with publishers and internal departments about any system or reporting issues and implements solutions where possible.
• Works with Business Operations to construct and maintain process documentation and workflows for Customer Care, Client Services, and other teams.
• Participates in process reviews to ensure that workflows continually meet the needs of Ingram Publisher Services.
• Works towards actions and solutions to improve business efficiency under supervision of Business Operations Manager.
• Receives, inspects, and uploads sales reports for print and eBooks to Ingram systems, including for Amazon Advantage.
• Receives, checks, and uploads various inventory related transactions, including pulp requests, direct fulfilment transfers, stock reserves and publisher office stock.
• Receives, evaluates and uploads client Purchase Orders, Standing Orders and Work Orders.
• Assists in day-to-day handling of Amazon Advantage account.
• Processes discount matrix changes for retail customers and promotional discounts.
• Provides general ad hoc support for Business Operations manager, including project-specific support. Also provides general ad hoc support for Client Services team and Customer Services team, including managing rep area changes, liaising with clients to add titles to CoreSource.
• Maintenance of IPS UK records such as client contact information, contractual information, documentation on policies such as client returns procedures.
• Handles client facing event orders and maintains and disseminates client guidance on procedures relating to events

Other Duties

• Escalates system and business partner issues as needed.
• Ad hoc Customer Services and Orders related tasks if required.
• Serves as a liaison between IPS UK Client Services and Customer Care teams.

• Other duties as assigned

Knowledge, Skills, and Abilities

• High attention to detail
• Extensive organisational skills
• Problem-solving skills
• Prioritisation and time management skills
• Process and project monitoring skills
• Knowledge of organisation, operating procedures, and policies of the company
• Ability to work to a deadline.
• Ability to use MS Excel, Word, and PowerPoint
• 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.
• 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.

Qualifications

Education and Experience

• 2 years’ experience in reporting, customer services or data analysis
• 1 year MS Excel experience

Essential Physical Demands

• Ability to sit at workstation for extended periods of time.
• Ability to work effectively using a personal computer for long periods of time.
• Ability to operate computer equipment, including keyboard and monitor, phone equipment and other necessary office equipment.

Additional Information

Perks/Benefits:

• Competitive salary
• Training Opportunities
• Free onsite parking
• Service Awards