Job Ref: 213373117

Date: 2021-03-16 15:46:57

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Job Summary:

Supports Account Managers and Self- Publishers to ensure timely setup of Print on Demand (POD) Book titles, and advise on other services for self publishers and the business to achieve sales growth targets.

Essential Duties:

* Ensure the timely integration of new books via digital content ingestion.

* Deal with all publisher queries efficiently and accurately on the phone, email and instant message.

* Deal with calls, using empathy and active listening skills to ensure issues are dealt with to a satisfactory resolution.

* Use of an email management, ticketing system to prioritise and respond to customer queries in a timely manner.

* Maintain up to date and accurate knowledge on the full range of Ingram services, to be able to advise publishers appropriately.

* Maintenance of database and client service systems including CMS, CSS etc. to ensure publisher requirements are recorded and actioned accurately.

* Implementation of targeted promotions, aimed at generating additional book content ingestion and/or drive sales volume.

* Liaison with internal teams, both in the UK and US, as necessary, to meet the needs of publisher.

* Supporting the drive for sales growth via effective execution of existing orders and advising clients appropriately about Ingram’s range of products and services.

* Attending publisher and author events as appropriate and client training on systems where appropriate.

* 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.

Other Duties:

* May be required to accompany Account Managers to publisher meetings.

* Any other duties as required in line by managers from time to time, and commensurate with role and responsibilities.

Knowledge, Skills, and Abilities:

* Customer-centric approach.

* Appropriate telephone etiquette.

* Attention to detail.

* Good administrative skills, able to prioritise workload and work on own initiative.

* IT literate.

* 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

* Experience of B2B and B2C client support.

* Proven experience of working in a fast-paced, changing environment.

Essential Physical Demands

* Ability to work flexible hours.

* Standard office environment and mainly sedentary work.

* Ability to travel if required

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