Ingram Content Group (ICG) is hiring a Sr. Customer Service Rep to contribute to our Publisher Care team in LaVergne, TN just outside Nashville. The Sr. Customer Service Rep acquires and maintains 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.  This person will become and maintain “expert” status on programs and/or functions specific to assigned Ingram Publisher Services publisher clients and areas of responsibility.  Additionally, this person will project a professional, courteous, and cooperative attitude to fellow associates, customers, and clients. Finally, you’ll exercise minimal 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 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:

• High School Diploma or GED
• 2 years of customer service experience

Preferred Qualifications:

• Contact center experience

Key Responsibilities:

• Processes requests received by phone and email via ticketing system from both internal and external clients accurately and timely.
• Daily tasks include, but is not limited to inventory management, order entry and support, work orders, stock reserves, lock list, and reporting.
• Acquires and maintains high level of knowledge in the basics of all processes and procedures established in this area of responsibility.
• Serves as primary customer service contact for several IPS publisher clients and secondary support to publishers in the event that another associate is absent.
• 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 and assigned publisher clients ensuring 2-way communication.
• Works with Publisher Account Managers, Inventory Managers, Business Operations, IPS Systems, LSI Customer Service Representatives, CoreSource Account Managers, and other internal areas on a daily basis to share resources necessary to complete all work in an accurate and timely manner.
• Acts as first-level support for IPS Systems. Attempts first call resolution working with the available knowledge base. Tracks issues and escalates to various IT departments as necessary. Relays research results and problem resolution to the publisher client.
• Attends and participates in departmental meetings, including publisher integration meetings and sales conferences.
• Adapts to changing schedule needs.

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 local fitness centers for one low price - 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
  • Free advance copies are available throughout our HQ in Greater Nashville
  • 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 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, Ingram’s 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. 

Ingram Content Group LLC is an affirmative action/equal opportunity employer. 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.

• EEO/AA Employer/Vet/Disabled
• We participate in EVerify.
• EEO Poster in English 
• EEO Poster in Spanish