Channel Support Coordinator

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Oversee and administer the shared inbox and ticketing system for the cluster, ensuring timely triage, acknowledgment, and resolution of partner inquiries within established SLA timelines.

• Address initial commercial inquiries from resellers and partners concerning licensing models, product compatibility, pricing frameworks, and promotional conditions.

• Forward technical or intricate pre-sales inquiries to Channel Managers or presales resources, providing comprehensive context and history.

• Keep precise records in the CRM and maintain audit trails for interactions, active deals, pending orders, and renewal pipelines.

• Recognize recurring inquiry trends and highlight opportunities for partner training or enhancements to the knowledge base.

• Generate accurate commercial quotes using current vendor pricing, promotional offers, and partner tier discounts.

• Process quotes through the designated pricing tools and ensure proper storage of outputs in the CRM.

• Assist in processing sales orders, confirm order completeness, and liaise with back-office, finance, and operations teams.

• Serve as a responsive contact point for resellers and partners, providing coverage for the Channel Manager during their absence.

• Contribute to ISO 9001 / ISO 27001 sales-support administration and other coordination tasks as directed by the Cluster Manager.

• Aid in reporting and administrative tasks measured by SLA compliance, quote turnaround times and accuracy, CRM data quality, partner satisfaction, and order-processing error rates.

⛳️ Requirements

• 1–3 years of experience in a sales support, channel support, or commercial administration role within a B2B technology, software, or IT distribution environment.

• A degree or equivalent qualification in Business, IT, or a related field is preferred but not mandatory—relevant experience will also be considered.

• Experience working within or in conjunction with a channel or reseller partner framework is highly desirable.

• Familiarity with CRM systems and ticketing tools is advantageous.

• Prior experience with software licensing models, product pricing, or IT hardware/software quoting is a significant advantage.

• Strong organizational abilities to manage a high volume of concurrent tasks, queries, and requests while maintaining accuracy and responsiveness.

• Clear and professional written communication skills in English.

• Numerical proficiency and attention to detail, especially when handling pricing tables, discount structures, and product configurations.

• Proficient in Microsoft Office 365, particularly Excel and Outlook.

• Capable of working independently and exercising initiative when straightforward queries require immediate resolution, while knowing when to escalate issues.

• Comfortable collaborating across cultures and time zones in a multinational setting.

🏝️ Benefits

• A stable, international work environment with a genuine family culture across our European team.

• Exposure to a wide array of vendor products, partner profiles, and European markets within your cluster.

• Structured onboarding and ongoing training in ITS systems, vendor product knowledge, and commercial processes.

• Career advancement opportunities within the Print & Copy Channel Business Unit and the broader ITS Group as the company continues to expand.

• Flexible working arrangements, subject to cluster and local management requirements.