Client Services Coordinator

Ingram Content Group (ICG) is hiring for a Client Services Coordinator to contribute to our IngramSpark team in LaVergne TN just outside Nashville.

This individual will support customers by answering a wide range of questions troubleshooting resolving complaints and providing guidance related to IngramSpark/Lightning Source service offerings.

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 Ingrams 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 cant wait to meet you!

Required Qualifications:

• High school diploma or GED
• 1 year customer/client service experience

Preferred Skills:

• Bachelors degree
• Customer-facing experience
• Experience using critical thinking and problem-solving skills

Key Responsibilities:

• Acts as the primary and oftentimes sole point of contact for customers.
• Manages customer relationship interfacing between the customer and other departments such as sales premedia and operations.
• Increase sales volume via clarification of special offerings and upselling.
• Deals with all publisher queries efficiently and accurately on the phone email and chat.
• Ensures customer questions and concerns are resolved with a satisfactory resolution.
• Manages new and outstanding customer requests responding to emails and providing updates in a timely manner.
• Maintains up-to-date and accurate knowledge on the full range of Ingram services to be able to advise customers appropriately.
• Uses a wide variety of internal systems and platforms to ensure customer requirements are recorded and actioned accurately.
• Liaison with internal teams across US UK and AU as necessary to meet the needs of the customer.
• Support the drive for sales growth via effective execution of upselling.
• Provide support and answer questions for third-party customer service agents resulting in a positive customer experience. 
• Attend recurring virtual meetings with customers to provide white-glove level of service and support.
• Maintain knowledge of industry best practices and components of customer success such as metadata optimization and file creation compliance.

Hiring Salary Range: $18.35/hr - $22.20/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 applicants 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 Assistance programs Group Legal & more
  • Wellness program with access to onsite gym and basketball court for associates
• 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 breaks or brainstorm in our game room with ping pong & foosball
• Casual Dress Code

The world is reading and Ingram Content Group (Ingram) connects people with content in all forms. Providing comprehensive services for publishers retailers libraries and educators Ingram makes these services seamless and accessible through technology innovation and creativity. With an expansive global network of offices and facilities Ingrams services include digital and physical book distribution print-on-demand and digital learning. Ingram Content Group is a part of Ingram Industries Inc. and includes Ingram Book Group LLC Ingram Publisher Services LLC Lightning Source LLC Ingram Library Services LLC Tennessee Book Company LLC Ingram Content Group UK Ltd. and Ingram Content Group Australia Pty Ltd. 

All qualified applicants will receive consideration for employment without regard to race color religion sex national origin age work related mental or physical disability veteran status sexual orientation gender identity or genetic information.

• EOE-Race/Gender/Veterans/Disabled
• We participate in EVerify.
• EEO Poster in English 
• EEO Poster in Spanish 

Remote Work :

No

Employment Type :

Full-time