Sr. Client Services Coordinator

Job Description

Ingram Content Group (ICG) is hiring for Sr. Client Services Coordinators to contribute to our team in our La Vergne, TN office.  In this role, you will acquire and maintain the highest level of knowledge regarding all Ingram Content policies, services, and procedures with the intent of imparting this information, upon request, to any internal or external client or customer.  You are expected to become and maintain “expert” status on programs and/or functions that are specific to assigned areas of responsibility.  You’ll also be expected to project a professional, courteous and cooperative attitude to fellow associates, customers, and clients.  In addition, you will exercise independent judgment within the overall objectives set by management to routinely make decisions with limited supervision.

Do you have experience working with publishers?  Have a passion for helping publishers 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 sell content in markets across the globe.  Based in the Nashville area, New York, Berkeley and other locations, our teams are collaborative, innovative, dynamic, and passionate about the business. 

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

Required Qualifications:

• High School Diploma or GED
• 2 years’ experience in a customer or client support role

Preferred Skills:

• Strong written and oral communication skills
• Experience working in a professional environment
• Detail-oriented and strong organizational skills

Key Responsibilities:

• Processes requests received by phone, chat, and email via ticketing system from both internal and external clients accurately and timely.
• Performs and processes accurately, responsibilities related to assigned line of business(s) which may include ship desk, relief receptionist, special order spreadsheets, inventory management, order entry, support, work orders, stock reserves, lock list, reporting, programs/services and other related transactions. Researches and provides prompt and timely response to customer or client issues and/or associate inquiries via electronic communications, by phone, or in person
• Makes appropriate decisions when submitting credit adjustments and works to resolve discrepancies
• Acquires and maintains high level of knowledge in the basics of all processes and procedures established in assigned area of responsibility.
• Maintains acceptable levels of productivity, accuracy, quality, and attendance.
• Provides input for improving and streamlining current procedures and becomes actively involved in the planning and implementation of new processes and procedures. Creates documentation to support new procedures.
• Serves as liaison and primary contact for various departments, or publisher clients, ensuring 2-way communication.
• Works with various internal and external stakeholders on a daily basis to share resources necessary to complete all work in an accurate and timely manner.
• Acts as first level support for customer and client systems. Attempts first call resolution working with the available knowledge base. Tracks issues and escalates to various internal stakeholders as necessary. Relays research results and problem resolution to the customer or client.
• Attends and participates in departmental meetings. Adapts to changing schedule needs.

Hiring Salary Range: $20.06/hr - $24.64/hr.  This range represents the anticipated low and high end of the salary for this position. It will be determined by factors including but not limited to: the applicant’s education, experience, knowledge, skills, and abilities, geographic location, as well as internal equity and alignment with market data.

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 Ass