Supervisor, Client Support (IngramSpark/LS)

Job Description

Ingram Content Group (ICG) is hiring a Supervisor, Client Support, to contribute to our team in our La Vergne, TN office. The Supervisor, Client Support manages publisher relationships to increase sales and provides accurate and timely accession of titles received from the publishers. You’ll also provide leadership and direction, as required, to Client Service Coordinators on day-to-day issues and make sound decisions as the situation warrants. Finally, you will strategically focus on IngramSpark clients and their experience with Lightning Source.

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.

Required Qualifications:

• College degree or experience equivalent.
• 3 years’ experience in client/customer-facing high-volume call center role
• 1 year supervisory/lead position

Preferred Skills:

• Book or publishing industry experience OR prior Ingram Content Group experience
• Prior MS Office Suite experience
• Prior experience with Zendesk
• Prior experience making presentations

Key Responsibilities:

• Prepares and executes performance evaluations.
• Coaches for improved performance.
• Enforces disciplinary guidelines.
• Increases sales volume via effective execution of existing orders and presentation of offerings to existing clients.
• Surfaces actionable information to IngramSpark client managers to assist in inventory management for our publishers.
• Partners with the Manager of Client Services to help define and improve the customer experience model for distribution publishers.
• Acts as subject matter expert on IngramSpark Services.
• Understands workflow needs for IngramSpark publishers.
• Acts as the role model for CS associates for effective on-going relationships with IngramSpark customers to better facilitate set up of customer titles at IngramSpark
• Assists CS associates with maintaining productive and positive relationships with other LSI departments including Pre-Media, Sales, Accounting, Shipping, and Production to communicate and effectively resolve customer satisfaction issues
• Ensures workload within Client Services team 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.
• Controls costs and increases customer service team’s efficiency and effectiveness
• Assists Director, Client Services as requested.

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.
  • 15 vacation days & 12 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
• 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

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