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 Description
* To be the key point of contact for client publishers, with the number of clients depending on size and requirements.
* To deliver services to clients and customers, working collaboratively with your team and colleagues.
Main Duties
* Respond appropriately and swiftly to routine admin requests, enquiries, problems, and special requests from clients, escalating to managers where appropriate.
* Proactively engage in dialogue with clients and customers about their businesses and requirements.
* Participate in setting up new clients in our systems and familiarising them with our services.
* Ensure adherence to service level agreements with clients and strive for improvements.
* Maintain accurate and timely input of data and responses to communications.
* Maintain company databases, including the intranet and information spreadsheets.
* Advocate for the service needs and expectations of clients and customers within Ingram.
* Communicate clearly and positively with other departments and colleagues about client needs.
* Take responsibility for the swift resolution of queries related to our service and communicate actions back to clients.
* Participate in Quality Control feedback to other departments.
* Maintain clear records of meetings and communications with clients.
* Undertake and deliver projects as specified by your team leader and managers.
* Engage in continuous personal and professional development to ensure you are equipped to provide services to our clients.
* Undergo ongoing training in the use of Ingram systems and learn new features as they are developed.
Qualifications
Requirements of Role & Personal Attributes
* Good, clear written communication skills, including professional email management.
* Professional telephone manner and skills.
* Availability to attend meetings with clients face-to-face and via teleconference.
* Willingness to travel to business premises offsite if requested, including overnight stays.
* Positive, cheerful, and proactive behaviour at work and when representing the company.
* Good problem-solving skills.
* Calm under pressure.
* Active participation in and recording of internal and external meetings as required.
* Prompt follow-up on actions arising from meetings.
* Flexible attitude towards workload and team colleagues.
Additional Information
* Life Assurance
* Company Pension Scheme
* Company Sick Pay Scheme
* Continuous Professional Development and Training Opportunities
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