Job Description

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

Ingram Content Group is a leader in providing a comprehensive suite of inventory-free on-demand print and distribution services for books to the publishing industry. Our Lightning Source brand gives the publishing community options to print books in any quantity, one to 10,000, and provides its customers access to the most comprehensive worldwide book selling channel in the industry.

Ingram Content Group is one of the world's largest and most trusted manufacturers and distributors of books. 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 print, print-on-demand, inventory management programs.

For more information about Lightning Source and Ingram Content Group please visit our website at www.ingramcontent.com

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.