Client Service Representative

Company Description

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

IngramSpark was developed for, and with input from independent publishers so that professional-grade publishing services could be made more easily accessible to anyone. Customers can manage print-on-demand and digital content all within the same interface, plus we offer open access to Ingram’s Lightning Source™ global distribution network. But most importantly, we help independent publishers get back to what they do best—creating innovative content.

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 realize 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.

Ingram offers a compensation package that includes competitive base salary, incentive opportunities, and excellent, comprehensive benefits offerings. For more information about Ingram Content Group, or to view the job description and apply online, please visit our website at www.ingramcontent.com.

Ingram Content Group is an affirmative action/equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, work related mental or physical disability, veteran status, sexual orientation, gender identity, or genetic information.

Job Description

Client Services Account Representative - IngramSpark

Full Time

Hybrid Office Work Options available

Job Summary

Supports the Account Managers and publishers to ensure timely setup of Print On Demand titles, and advise on other services to achieve sales growth targets.

Essential Job Duties:

Ensure the timely integration of new content ingestion.

Deal with all author and publisher queries efficiently and accurately on the phone, email and instant message.

Deal with calls, using empathy and active listening skills to ensure issues are dealt with to a satisfactory resolution.

Use of an email management, ticketing system to prioritise and respond to customer queries in a timely manner.

Maintain up to date and accurate knowledge on the full range of Ingram services, to be able to advise publishers appropriately.

Maintenance of systems including CMS, CSS etc. to ensure publisher requirements are recorded and actioned accurately.

Implementation of targeted promotions, aimed at generating additional content ingestion and/or drive volume.

Liaison with internal teams, both in the UK and US, as necessary, to meet the needs of publisher.

Supporting the drive for sales growth via effective execution of existing orders and advising clients appropriately about Ingram’s range of products and services.

Attending publisher and author events as appropriate and client training on systems where appropriate.

To be responsible for your own Health and Safety and be aware of factors affecting your colleagues in order to maintain a safe environment.

To report any accidents, potential hazards to your Line Manager immediately.

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

Knowledge, Skills and Abilities:

Experience: Minimum 1 year client service and account liaison experience preferred.

Education: College / entry level diploma / degree

Key Skills:

• Customer-focused approach as a key member of a small team and to lead by example.
• Attention to detail.
• Administrative skills.
• Ability to prioritise workload and work on own initiative.
• Aptitude for database systems, experience with web browsers, fully conversant with Microsoft Office packages.
• 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 with little or no negative impact to productivity.
• More important than qualifications, is the ability to demonstrate a flexible and positive work attitude, gained in a similar fast-paced work 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:

• Training Opportunities
• Holiday
• Bonus