Client Services Liaison

2 weeks ago

Dandenong, Victoria, Australia Ingram Content Group Full time

Job Summary: As a Client Services Liaison with Ingram Content Group, you will be responsible for coordinating customer relationships and supporting the Sales Team and Publishers to ensure timely setup of print-on-demand publications and provide advice on all other Ingram services.

Key Responsibilities:

  • Acts as the main point of contact for all Client Service calls and e-mails.
  • Processes all publisher queries efficiently and accurately.
  • Coordinates receipt and internal processing of title materials from customers to Pre-Media and acts as liaison to communicate issues between Ingram and publishers.
  • Ensures that production proof copies are generated, based on customer specifications and are submitted to publisher for approval.
  • Assists customer and Sales Rep with EDI Implementation.
  • Ensures the timely integration of new content ingestion.
  • Implements targeted promotions, aimed at generating additional content ingestion and/or drive volume via presentation of special offerings to existing clients.
  • Responsibility for producing and coordinating reporting for customers.
  • Maintains 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.
  • Works with internal Ingram teams, both in the UK and US, as necessary, to meet the needs of publisher.
  • Proactive signposting of new publishers to and/or migration of existing accounts to Ingram Spark as appropriate or directed by management.
  • Increases sales volume via clarification of special offerings to existing clients.
  • Assists with Digital Support and eBook customer inquiries.
  • Support the Marketing team with marketing campaigns.
  • Assists and delivers customer communications.

Requirements:

  • Minimum 1 year client service and account liaison experience preferred.
  • College / entry level diploma / degree.
  • 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.

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