Customer 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

**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.

**Job Description**:
Client Service Representative (AUS)

Sales & Client Relations

**Role Reports To**:Supervisor, Client Relations

**Job Summary**:
Coordinates customer relationships and supports the Sales Team and Publishers to ensure timely setup of print-on-demand publications and provide advice on all other Ingram services, including IngramSpark to achieve sales growth targets for the business.

**Essential Duties**:

- 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.
- Assist 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.
- 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.
- 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.
- Assist and deliver customer communications.

**Other Duties**:

- Occasional, essential travel visiting key customers with Sales reps; assisting in review meetings and client training on systems where appropriate.
- Any other duties as may be reasonably required from time to time.
- 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.

**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.

**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 imp