Customer Service Specialist (Distribution)

Job Description

Ingram Content Group (ICG) is hiring a Customer Service Specialist to contribute to our Distribution Team in LaVergne, TN just outside Nashville. The Customer Service Specialist coordinates the day-to-day activities of the Business Operations Support team. You will act as the primary point of contact for escalating issues related to programs and functions specific to Distribution Solutions and other client-related Ingram Content Group needs. Further, you will coordinate team activities, ensure smooth workflow, and address challenges promptly to maintain high-quality service delivery.

Do you have experience working with publishers?  Have a passion for helping publishers to be successful?

At Ingram, our publisher-facing business offers more than just traditional wholesale services. It offers fully integrated and relevant solutions for client publishers. Comprised of book printing, digital book, distribution, publishing sales, and marketing services, this part of Ingram’s business helps publishers discover more ways to reach and sell content in the global marketplace. Headquartered in the Nashville area, with offices in New York, Berkeley, and other locations, our teams are collaborative, innovative, dynamic, and passionate about the success of our clients.

The world is reading, and our goal is to connect as many people as possible with the content they want, simply. If you share that passion, enjoy working in a fast-paced environment, and want to contribute to a strategic part of a business that is evolving and expanding, we can’t wait to meet you!

Required Qualifications:

• Bachelor’s degree or directly related year-for-year experience.
• 3 years of customer or client service experience.
• 1 year in a lead, senior, or key position.

Preferred Qualifications:

• Previous warehouse and operations experience, including experience with warehouse fulfillment systems.  

Key Responsibilities:

• Oversees duties and workflow in assigned area ensuring requests are processed in a prompt, timely, and efficient manner, and provides feedback to leadership regarding associate performance.
• Works with leadership to monitor, Zendesk, and department email boxes for volume, and adjustments work assignments accordingly.
• Facilitates training, instruction, and development of staff to ensure job knowledge and productivity.
• Acts as first escalation point to resolve complaints and answers questions of publisher clients and interdepartmental needs regarding services and procedures.
• Approves credit to correct issues up to a set amount or escalates to leadership for sign-off.
• Makes recommendations to leadership regarding improvement of procedures and facilitates implementation of changes.
• Analyzes and organizes problem statement and suggests plan of action when issues arise that fall outside of normal client support needs.
• Monitors attendance, makes entries, and approves associate time in Kronos.
• Maintains Business Operations Support team sites and knowledge bases for both internal and external clients.
• Works with leadership to evaluate call and email interaction quality and provides associates with coaching and feedback as necessary.
• Conducts effective one-on-one coaching sessions as necessary.
• Prepares Business Operations Support documentation, presentations, and participates in departmental meetings including publisher business review, publisher integration and exit meetings, and sales conferences.
• Collaborates with Zendesk admins (internal) to review platform changes, opportunities, and troubleshoot issues.

Additional Information

Perks/Benefits:

• A highly competitive compensation package with generous benefits beginning first day of employment for Medical/Prescription Drug plans, HSA, Vision, Dental and Health Care FSA.
  • 10 vacation days & 10 sick days accrued annually and 3 personal days
  • 401K match, Life and AD&D, Employee Assistant programs, Group Legal, & more
  • Wellness program with access to onsite gym and basketball court for associates
• Avid reader? Numerous opportunities to engage with books and authors
  • Free card registration at the Nashville Public Library
  • Discounted offers to self-publish with IngramSpark®!
• Encouraged continued education with our tuition reimbursement program
• Financial and in-kind opportunities to engage with non-profits in your community
  • Company match program for United Way donations
  • Volunteer opportunities and in-kind drives for non-profits throughout the year
• Take