Client Services Co-Ordinator Ingram Spark

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 Summary 

Supports the Account Managers and publishers to ensure timely setup of POD 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 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 (Typical Experience, Typical Education, Knowledge/Skills/Abilities): 

Experience: 

• Minimum of three years’ work experience in a related industry/field.

Education:

• O Level/GSCE level education required.

Skills:

• Customer-centric approach.
• Appropriate telephone etiquette.
• Attention to detail.
• Good administrative skills, able to prioritise workload and work on own initiative.
• IT literate.
• 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
• Experience of B2B and B2C client support.
• Proven experience of working in a fast-paced, changing environment.

Essential Physical Demands:

• Ability to work flexible hours.
• Standard office environment and mainly sedentary work.
• Ability to travel if required.

Perks/Benefits:

• Competitive salary
• Continuous Professional Development and Training Opportunities
• Free onsite parking
• Free Hot drinks
• Service Awards