Sr. Client Services Coordinator

Ingram Content Group (ICG) is hiring Sr. Client Services Coordinators to join our team in La Vergne, TN. In this role, you will acquire and maintain expert-level knowledge of all Ingram Content policies, services, and procedures to provide accurate information to internal and external clients. You’ll project a professional, courteous, and cooperative attitude while exercising independent judgment within management-defined objectives.

At Ingram, our publisher-facing business offers integrated solutions for client publishers, including book printing, digital book services, distribution, publishing sales, and marketing. Our teams are collaborative, innovative, and passionate about connecting people with content globally. If you share this passion and thrive in a fast-paced environment, we’d love to meet you.

Responsibilities

• Process requests via phone, chat, and email through a ticketing system for internal and external clients accurately and timely.
• Perform and process responsibilities related to assigned lines of business, such as ship desk, relief receptionist duties, special order spreadsheets, inventory management, order entry, support, work orders, stock reserves, lock lists, reporting, and other transactions.
• Research and respond promptly to customer/client issues and associate inquiries via electronic communications, phone, or in person.
• Make appropriate decisions for credit adjustments and resolve discrepancies.
• Maintain a high level of knowledge in processes and procedures for assigned areas of responsibility.
• Uphold acceptable levels of productivity, accuracy, quality, and attendance.
• Provide input for improving and streamlining current procedures and participate in planning and implementing new processes, including creating supporting documentation.
• Serve as a liaison and primary contact for various departments or publisher clients, ensuring two-way communication.
• Collaborate with internal and external stakeholders daily to share resources and complete work accurately and timely.
• Act as first-level support for customer and client systems, aiming for first-call resolution using available knowledge bases. Track and escalate issues as needed and relay resolutions to clients.
• Attend and participate in departmental meetings and adapt to changing schedule needs.

Requirements

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

Skills

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

Pay

Hiring salary range: $20.06/hr - $24.64/hr. This range is determined by factors including education, experience, knowledge, skills, abilities, geographic location, and internal equity.

Benefits

• Competitive compensation package with benefits beginning on the first day of employment, including medical, prescription drug, vision, dental, and health care FSA plans.
• 10 vacation days, 10 sick days, and 3 personal days accrued annually.
• 401K match, life and AD&D insurance, employee assistance programs, and group legal benefits.
• Wellness program with access to an onsite gym and basketball court.
• Tuition reimbursement for continued education.
• Financial and in-kind opportunities to engage with non-profits, including a company match for United Way donations and volunteer opportunities.
• Game room with ping pong and foosball for breaks or brainstorming.
• Casual dress code.