Client Relations Coordinator

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! 

Lightning Source UK Ltd, an Ingram Content Group company, is a leader in providing a comprehensive suite of inventory-free on-demand print and distribution services for books to the publishing industry. Lightning Source 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 bookselling channel in the industry.

Job Description

• To take responsibility for being the key point of contact for at client publishers. The number of clients you are responsible for will depend upon several factors including size & requirements of individual clients.
• To deliver services to clients and customers working with your team, department colleagues and other colleagues.

Main Duties

• To respond appropriately and swiftly to routine admin requests, enquiries, problems and special requests from clients, accelerating these to managers where appropriate.
• To proactively engage in dialogue with clients (and customers where appropriate) about their businesses and their requirements

• Participate with other departments in the process of setting up new clients into our systems and familiarising them with our services
• To ensure service level agreements with clients are adhered to and where possible improved upon.

• To ensure accurate and timely input of data and responses to communications
• To maintain company databases such as the intranet and procedures / information spreadsheets etc
• To act as an advocate within Ingram for the service needs and expectations of clients and customers.
• Communicate clearly and positively with other departments of and colleagues within ingram about customer and client needs and expectations.
• To take responsibility for the swift resolution of queries relating to any aspect of our service and to communicate actions back to clients and customers.
• To participate in Quality Control feedback to other departments in the Company
• To maintain clear records of meetings & communications with clients in appropriate locations
• To undertake and deliver projects as specified by your team leader and Managers
• To undergo continuous personal and professional development in order to ensure you are equipped with the knowledge and skills necessary to provide services to our clients
• To undergo ongoing training in the use of Ingram systems, and to train to use new features of our systems as they are develop

Qualifications

Requirements of Role & Personal Attributes

• A level education preferable.
• Have good, clear written communication skills including professional management of email
• Have a professional telephone manner and skills
• Be available to attend meetings with clients and customers face to face and by teleconference.
• Be prepared to travel to business premises offsite (for example, customer premises, client offices, book fairs etc) if requested (which may involve overnight stays away from home).
• Display positive, cheerful and proactive behaviours at work and when representing the company.
• Display good problem-solving skills
• Be calm under pressure
• Actively participate in, contribute to and record internal and external meetings as required
• Ensure actions arising from meetings are promptly followed up
• Display a flexible attitude to your workload and team colleagues

Additional information

Perks/Benefits:

• Competitive salary
• Generous holiday plus Bank Holidays
• Life Assurance
• Company Pension Scheme
• Company Sick Pay Scheme
• Continuous Professional Development and Training Opportunities
• Free onsite parking
• Service Awards
• Discretionary Bonus Scheme