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:
- Acts as the main print 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.
- 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.
