Job Description

Job Summary - Supports customers by answering a wide range of questions, troubleshooting, resolving complaints, and providing guidance related to IngramSpark/Lightning Source service offerings.

Essential Duties:

- 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, premedia, and operations.
- Increase sales volume via clarification of special offerings and upselling.
- Deals with all publisher queries efficiently and accurately on the phone, email and chat.
- Ensures customer questions and concerns are resolved with a satisfactory resolution.
- Manages recent 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, UK, 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.

Other Duties:

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

📌 Client Services Representative (AUS) (Dandenong South)
🏢 Ingram Content Group
📍 Dandenong South