Ingram Content Group
Publishing
ClientServicesCoordinator
“Client Services Coordinator at Ingram Content Group. Skills: Customer support, Relationship management, Problem-solving. Supports customers by answering a wide range of questions, troubleshooting, resolving complaints, and providing guidance related to IngramSpark/Lightning Source service offerings. Acts as the primary and oftentimes sole point of contact for customers”
What You'll Achieve.
Increase sales volume via clarification of special offerings and upselling; Ensures customer questions and concerns are resolved with a satisfactory resolution; Support the drive for sales growth via effective execution of upselling; Resulting in a positive customer experience; Meet and maintain performance objectives (standards)
Industry & Context.
Troubleshooting; Resolving complaints; Thinking critically in ambiguous situations
Ability to work flexible hours, Standard office environment and mainly sedentary work, Ability to travel if required
What They're Looking For.
Must Have
Minimum of three years’ work experience in a related industry/field, O Level/GSCE level education required, Possess oral and written communication skills, Manage workload by establishing priorities, Ability to operate successfully within a fast-paced environment, Ability to think critically in ambiguous situations, Handle accounts with minimum supervision, Flexibility is critical – must be able to adapt to frequent change with little or no negative impact to productivity, Ability to be flexible/multi-task based on workflow demands, Ability to speak, write and read the English language, Ability to develop constructive and cooperative working relationships with others, and maintain them over time, Ability to exercise effective judgment, sensitivity, creativity to changing needs and situations, Ability to maintain consistent, punctual and regular attendance, Ability to receive and give information in a courteous manner over the telephone, via electronic communication or in person, Ability to engage in active listening with coworkers, management and clients/customers, Attention to detail, Knowledge of organization, operating procedures and policies of the company, Ability to apply new knowledge, technology and procedure to job responsibilities, Ability to meet and maintain performance objectives (standards), Ability to maintain a full-time work schedule during normal company operating hours
Nice to Have
French Speaking, beneficial
What You'll Do.
Supports customers by answering a wide range of questions
and providing guidance related to IngramSpark/Lightning Source service offerings
Acts as the primary and oftentimes sole point of contact for customers
Manages customer relationship interfacing between the customer and other departments such as sales
Increase sales volume via clarification of special offerings and upselling
Deals with all publisher queries efficiently and accurately on the phone
Ensures customer questions and concerns are resolved with a satisfactory resolution
Manages new and outstanding customer requests
responding to emails and providing updates in a timely manner
Maintains up-to-date and accurate knowledge on the full range of Ingram services
to be able to advise customers appropriately
Uses a wide variety of internal systems and platforms to ensure customer requirements are recorded and actioned accurately
Liaison with internal teams across US
and AU as necessary to meet the needs of the customer
Support the drive for sales growth via effective execution of upselling
Provide support and answer questions for third-party customer service agents
resulting in a positive customer experience
Attend recurring virtual meetings with customers to provide white-glove level of service and support
Maintain knowledge of industry best practices and components of customer success
such as metadata optimization and file creation compliance
How You'll Work.
Team & Collaboration
Manages customer relationship interfacing between the customer and other departments such as sales, premedia, and operations; Liaison with internal teams across US, UK, and AU as necessary to meet the needs of the customer; Provide support and answer questions for third-party customer service agents; Develop constructive and cooperative working relationships with others, and maintain them over time; Engage in active listening with coworkers, management and clients/customers
Communication Scope
Oral and written communication skills; Communicate over the telephone, via electronic communication or in person
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