[Hiring] Channel Support Coordinator @Info Technology Supply Ltd

Role Description

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.

Key Responsibilities

• Ticket & Query Management
  • 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.
• Quotation & Proposal Support
  • 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.
• Order Processing & Sales Administration
  • 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.
• Partner Relationship Support
  • 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.
• Reporting & Administrative Support
  • 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.

Qualifications

• 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.

Requirements

• 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.

Benefits

• 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.

Company Description

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.