Order Processor and Customer Service Support

  • Full-time

Company Description

The world is reading and Ingram Content Group UK Ltd (“Ingram”) connects people with content in all forms.  Providing comprehensive services for publishers, retailers, libraries and educators, Ingram makes these services seamless and accessible through technology, innovation and creativity. 

Supported by the experienced office team based in Plymouth, Devon and with a new Warehouse in Milton Keynes, Buckinghamshire, Ingram Publisher Services (IPS), client service business stands alongside Ingram’s wide range of digital, physical, and print-on-demand solutions to create a premier global service offering.

With an expansive global network of offices and facilities, Ingram’s services include digital and physical book distribution, print on demand, and digital learning. 

Job Description

Job Summary

Order Processor and Customer Service Support

Mon - Fri:  37.5 hours per work (08:30am - 5:00pm with flexibility, when needed) 

Reporting to: Orders Team Leader

Please note candidates will be required to attend a 2 week training course in our office in Plymouth, UK before undertaking the role in our Milton Keynes warehouse offices.  Travel and accommodation will be fully funded by the Company.

Main Purpose of the Job

To provide customer services and order entry support for customers and clients of Ingram Publisher Services UK including through telephone, email, other written contact with clients and customers

Main Duties

To take responsibility for input of orders in a timely and accurate manner, responding appropriately and swiftly to orders, enquiries, problems and special requests from clients and customers, accelerating these to team leaders and managers where appropriate.

To check all order requests to ensure the correct information has been provided by the customer and make judgements upon delivery method selecting correct option according to instructions from the customer.

Customer service support to include, but not limited to, roles including handling of The Bookseller Batch returns request system, dues cancellations, claims, paperwork.

To provide accurate information to customers on behalf of the Publisher client relating to title, stock and returns procedures and policies. 

To take responsibility for the swift resolution of queries relating to any aspect of our service and to communicate actions back to clients and customers including effective management and responses to email and telephone enquiries, ensuring all enquiries have been followed through to completion and customer is kept informed and up-to date until such time enquiry has been resolved.

To ensure all telephone orders for both trade and individual customers are processed accurately within the in-house database as per the Customer’s requirements.

Communicate clearly and positively with other departments and colleagues within IPS about customer and client needs and expectations.

To ensure service levels are adhered to and where possible improved upon.

To participate in feedback to other departments in the Company, including escalation of issues to the appropriate team leader or manager

To liaise with other departments within the Company with regards to problematic orders/accounts

To participate in Quality Control feedback to other departments in the Company.

Management Information

Maintain clear records of meetings & communications with clients in appropriate locations

Projects

Undertake and deliver projects as specified by your team leader and Managers – as may be necessary from time to time

Requirements of Role & Personal Attributes

Display good analytical, decision-making, and problem-solving skills

Good knowledge of and experience with Microsoft office – outlook, word and especially excel

Accurate and timely handling of administrative duties with attention to detail always

Good communication with colleagues across the business

Ability to balance needs of role and prioritisation of tasks, especially regarding balancing demands of different teams

Be proactive and supportive to your client and customer base

Potential to develop and grow the role, display positive, cheerful, and proactive behaviours at work and demonstrate a flexible attitude to your workload, tasks, and colleagues

Have good, clear written communication skills including professional management of email

Have a professional telephone manner and skills

Be calm under pressure

Training & Development

Undergo continuous personal and professional development to ensure you are equipped with the knowledge and skills necessary to provide services to our clients

Undergo ongoing training in the use of IPSUK’s systems, and train to use new features of our systems as they are developed

Suggest improvements / developments to the role and to the service offered where necessary or where you think there are efficiencies to be gained.

Undertake and provide training for holiday cover staff, keeping them up to date with processes and procedures

General points

Undertake all other reasonable tasks and responsibilities as requested by your manager

Ensure compliance with Health & Safety regulations in accordance with company policy.

 

 

Qualifications

O Level/GSCE level education required

Good Maths and English 

Good computer skills

Additional Information

Perks/Benefits:

  • Life Assurance
  • Company Pension Scheme
  • Company Sick Pay Scheme
  • Service Awards
  • Discretionary Bonus Scheme
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