Ingram Content Group (ICG) is hiring for a Sr. Customer Support Representative (IngramSpark) to contribute to our team in LaVergne, TN, just outside Nashville. In this role, you will coordinate publisher relationships to increase engagement and to provide accurate and timely accession of titles received from the publishers. In this role, you will also act as team lead for Client Support Coordinators on day-to-day issues.

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 year of customer/client services experience

Preferred Skills:

• Experience working with authors and independent publishers
• Experience working in complex environments with the ability to think critically
• De-escalation experience
• Social media experience

Key Responsibilities:

• Serves as a primary interface with publishers in both title setup and ordering process on their account, monitoring and processing publisher submissions.
• Coordinates customer relationships interfacing with Lightning Source to communicate and resolve customer satisfaction issues, and assists publishers utilizing the user interface.
• Coordinates title and metadata accession with publishers.
• Coordinates and facilitates larger projects for publisher clients that help improve workflow.
• Works closely with Sales Operations and Sales to ensure optimal customer experience, including surfacing opportunities for training, education, and improvement. 
• Increases sales volume via effective assistance of publishers and presentation of offerings to existing clients.
• Assists supervisor with coordinating workload within Client Services team, ensuring it is manageable and level-loaded, and responds with recommendations/decisions on day-to-day issues.
• Monitors the accession of titles and provides status information to customer and/or management as needed.
• Serves as back-up Customer Support to other Customer Support Representatives.

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 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