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Company Description

The world is reading, and Ingram Content Group (“Ingram”) connects people with content in all forms. Providing comprehensive services for publishers, retailers, libraries and educators, Ingram makes these services seamless and accessible through technology, innovation, and creativity.

Ingram is an established and widely respected international physical and digital book distributor in the British book trade with a reputable base of publisher clients and complements Ingram’s growing range of services provided to publishers in the United Kingdom.

Supported by the experienced office team based in Plymouth, Devon and with a new Warehouse in Milton Keynes, Buckinghamshire, Ingram's client service business stands alongside Ingram’s wide range of digital, physical, and print-on-demand solutions to create a premier global service offering.

With an expansive global network of offices and facilities, Ingram’s services include digital and physical book distribution, print on demand, and digital learning.

Job Description

Main Purpose of the Job

• To participate fully in providing complete information, ordering & system administration services to clients and customers of Ingram including through telephone, email, other written and face-to-face contact with clients and customers

Main Duties

• 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 IPS 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.

Management Information

• To maintain clear records of communications with clients in appropriate filed locations.

Projects

• To undertake and deliver projects as specified by your team leader and department manager.

Training & Development

• 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's systems, and to train to use new features of our systems as they are developed.

Qualifications

• O Level/GSCE level education required
• 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, where appropriate.
• 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
• Service Awards
• Discretionary Bonus Scheme