Client Services Coordinator - Temporary

Company Description

Ingram Content Group (ICG) is hiring for a Temporary Client Services Coordinator to contribute to our Ingram IPS team based in Milton Keynes. In this role you will work in a team to provide customer service and assistance with orders and inquiries.

At Ingram, our publisher-facing business offers more than just traditional wholesale services. It offers fully integrated and relevant solutions for client publishers. Comprised of book printing, digital book, distribution, publishing sales, and marketing services, this part of Ingram’s business helps publishers discover more ways to sell content in markets across the globe.

The world is reading, and it is our goal to connect as many people to the content they want in the simplest ways. If you share that passion, enjoy working in a fast-paced environment, and want to contribute to a strategic part of the business that is evolving and expanding, we can’t wait to meet you!

Job Description

Fixed term contract for 6 months

37.5 hours per week, Monday - Friday

Key Responsibilities:

• To respond appropriately and swiftly to orders, admin requests, enquiries, return requests, problems and special requests from clients and customers, accelerating these to team leaders and managers where appropriate.
• To ensure all telephone orders for both trade and individual customers are processed accurately within the in-house database as per the Customer’s requirements.
• To make judgements upon delivery methods and select the correct option according to the customers’ requirements.
• To liaise with other departments within the Company with regards to problematic orders/accounts.
• To proactively engage in dialogue with clients and customers about their businesses and their requirements of Ingram.
• To ensure service level agreements with clients are adhered to and where possible improved upon.
• To act as an advocate within Ingram for the service needs and expectations of clients and customers.
• To provide accurate information to customers on behalf of the Publisher client relating to title, stock and returns procedures and policies.
• Communicate clearly and positively with other departments 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 including effective management and responses to email and telephone enquiries, ensuring all enquiries have been followed through to completion and customer is kept informed and up-to date until such time enquiry has been resolved.
• To participate in Quality Control feedback to other departments in the Company.
• To provide order processing support as and when required.