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Channel Support Coordinator
Job Location:
Monthly Salary:
Posted:
12 October 2026 (7 days ago)
Posted:
Application Deadline:
9 January 2027
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
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)
About ITS
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 2000 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.
The Opportunity
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
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
Required Qualifications
13 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
Success Metrics & KPIs
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
What We Offer
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 and for more details on our company and product portfolio. iTS is both ISO 9001:2015 and ISO/IEC 27001-2022 accredited.
Company Values
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.
To Apply
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 wo...
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)
About ITS
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 2000 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.
The Opportunity
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
Required Qualifications
Experience & Background
13 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
Skills & Competencies
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
Personal Attributes
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
Success Metrics & KPIs
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
What We Offer
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 and for more details on our company and product portfolio. iTS is both ISO 9001:2015 and ISO/IEC 27001-2022 accredited.
Company Values
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.
To Apply
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 wo...
