Channel Support Coordinator
Print & Copy Channel Business Unit
Location:
Cluster-based. Remote, subject to local employment conditions.
Contract:
Permanent. Governed by applicable local labour law based on candidate location.
Reports to:
Cluster Manager
Scope:
Single cluster (UK, Ireland & Nordics)
Info Technology Supply Ltd (ITS) is a well-established software company with over 38 years of experience serving the print and copy sector across Europe and the Americas. Our Print & Copy Channel Business Unit exclusively distributes and supports third-party vendor software solutions through a network of 2,000+ channel resellers and partners, operating across six regional clusters.
With operations in the UK, Spain, The Netherlands, France, DACH, and Eastern Europe, we are a genuinely international company with a family spirit — and a strong commitment to our partners and the vendors whose products we represent.
We are looking for a Channel Support Coordinator to provide dedicated commercial support within one of our UK, Ireland & Nordics regional cluster. This is primarily an operational and enablement role: your purpose is to ensure that our Channel Partner Managers and resellers receive fast, accurate, and professional support at every stage of the commercial process.
You will be the day-to-day commercial backbone of your cluster — managing the flow of enquiries, pricing requests, and quotations that keep our channel moving. You will work closely with your Channel Managers and, where applicable, with presales and technical teams to resolve partner queries and help close business.
• Monitor and manage the cluster shared inbox and ticketing system, ensuring all partner enquiries are triaged, acknowledged, and resolved within defined SLA timeframes
• Handle first-line commercial queries from resellers and partners, covering topics such as licensing models, product compatibility, pricing structures, and promotional terms
• Escalate technical or complex pre-sales queries to the appropriate Channel Manager or presales resource, providing clear context and history to enable efficient resolution
• Maintain accurate records of all interactions in the CRM system, ensuring a clear audit trail for follow-up and reporting purposes
• Identify recurring query patterns and proactively flag them to the Channel Managers as opportunities for partner training or knowledge base improvement
• Prepare accurate and professionally formatted commercial quotations for resellers, in line with current vendor pricing, promotional offers, and applicable partner tier discounts
• Ensure all quotations are processed through the appropriate pricing tools and that outputs are correctly stored and referenced in CRM
• Support the sales order processing workflow for the cluster, liaising with the back-office team to ensure orders are submitted accurately and progressed in a timely manner
• Verify order completeness and flag missing information or discrepancies before submission, reducing processing delays and error rates
• Coordinate with finance and operations on credit checks, purchase order requirements, and partner account queries where these relate to active sales activity
• Maintain up-to-date records of active deals, pending orders, and renewal pipelines in the CRM system to support accurate forecasting by the Channel Manager
• Act as a reliable, responsive point of contact for resellers and partners on day-to-day commercial matters, covering for the Channel Manager during periods of unavailability
• Build and maintain strong working relationships with partner contacts at the administrative and commercial operations level
• Maintain the accuracy and completeness of partner and account records within the CRM system, supporting data integrity across the cluster
• Support the administrative requirements of the ISO 9001 / ISO 27001 quality management processes as they relate to sales support activities
• Assist with ad hoc administrative and coordination tasks as directed by the Cluster Manager
• 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 discipline is desirable but not essential — demonstrated relevant experience will be considered equally
• Experience working within or alongside a channel or reseller partner model is strongly preferred
• Familiarity with CRM systems and ticketing tools is an advantage
• Prior exposure to software licensing models, product pricing, or IT hardware/software quoting is a distinct advantage
• Strong organisational skills with the ability to manage a high volume of concurrent tasks, queries, and requests without losing accuracy or responsiveness
• Clear and professional written communication in English
• Numerical confidence and attention to detail — you are comfortable working with pricing tables, discount structures, and product configurations
• Proficiency with Microsoft Office 365, particularly Excel and Outlook; familiarity with CRM or order management systems is an advantage
• Ability to work independently and use initiative when straightforward queries require immediate resolution, knowing when to escalate
• A natural administrator who brings reliability and accuracy to a fast-paced, partner-facing commercial environment
• Service-oriented and responsive — you understand that a slow or inaccurate quotation can cost us a deal, and you treat partner enquiries with appropriate urgency
• Methodical and thorough in documentation, record-keeping, and follow-up — you close the loop
• Collaborative and team-minded, with a willingness to support both the Cluster Manager and wider back-office team when needed
• Comfortable working across cultures and time zones within a multinational environment
This role is measured on the quality and speed of commercial support delivery within the cluster:
• Ticket response and resolution times — adherence to defined SLA targets for first response and full resolution of partner queries
• Quotation turnaround time — average time from partner request to delivery of a completed, accurate quotation
• Quotation accuracy rate — percentage of quotations issued without requiring correction or reissue
• CRM data quality — completeness and accuracy of partner account, deal, and interaction records within the cluster
• Partner satisfaction — qualitative and quantitative feedback from resellers and Channel Managers on the quality of day-to-day commercial support
• Order processing error rate — percentage of orders submitted without missing information or avoidable processing delays
• A stable, international working environment with a genuine family culture across our European team
• A clearly defined role with real operational impact — your accuracy and responsiveness directly enable our channel partners to sell effectively
• Exposure to a diverse range 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 development opportunities within the Print & Copy Channel Business Unit and the broader ITS Group as the company continues to grow
• Flexibility in working arrangements, subject to cluster and local management requirements
iTS is an independently run company established in 1988, headquartered in Harrow, London, United Kingdom. We have operations throughout Europe and North America with customers across five continents. Please visit its-group.com and printandcopycontrol.com for more details on our company and product portfolio. iTS is both ISO 9001:2015 and ISO/IEC 27001-2022 accredited.
Customer Focused: We strive to ensure that our customers' needs are met and exceeded, building strong, long-term relationships.
Flexible & Loyal: We invest time, energy, and resources in nurturing our relationships, aiming for long-term success.
International Team with a Family Spirit: Our company culture values collaboration, appreciation, and personal development, providing a rewarding environment where everyone can thrive.
iTS is not:
Arrogant: Arrogance makes people believe they always know best. It stops the constant learning that success requires. We see arrogance as the beginning of the end of any organisation.
Please submit your CV along with a cover letter addressing:
• Your experience in sales support, commercial administration, or channel-facing coordination in a B2B technology or software environment
• Examples of how you have managed high volumes of enquiries, quotations, or orders while maintaining accuracy and responsiveness
• Your familiarity with CRM systems, ticketing tools, or pricing/quoting platforms
• Your language skills and, where relevant, your experience working within the cluster region
iTS is an equal opportunity employer committed to building a diverse and inclusive team.