Ingram Content Group
is one of the world's largest and most trusted distributors of physical and digital content.
Thousands of publishers, retailers, and libraries worldwide use our products and services to realise the full business potential of books, regardless of format.
Ingram Content Group has earned its lead position and reputation by offering excellent service and creating innovative, integrated solutions.
Our customers have access to best-of-class digital, audio, print, print-on-demand, inventory management, wholesale and full-service distribution programs.
Become a part of an innovative team helping to revolutionise the way publishers make books available in an on-demand world and helping to revolutionise the way that publisher content reaches readers around the world!
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.
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 current 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.
Qualifications
Qualifications
Knowledge, Skills and Abilities:
Possess strong 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
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 full time work schedule during normal company operating hours
Education and Experience
High school diploma or GED
1 year of customer/client service exp
Essential Physical Demands
Sedentary work
Standard office environment
Additional Information
Life Assurance
Company Pension Scheme
Company Sick Pay Scheme
Continuous Professional Development and Training Opportunities
Business Casual dress code, dress down Fridays
Free onsite parking
Free Hot drinks
Snack and Drink Vending machines on site
Service Awards
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📌 Client Services Representative (Aus) (Victoria)
🏢 Ingram Content Group
📍 Victoria