Supervisor, Client Support Job Listing at Ingram Content Group in La Vergne, TN (Job ID REF6346U)

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 supervises Publisher Care functions, activities, and workflow to ensure that Ingram Publisher Care commitments to client publishers and their customers are met.  You'll establish client publisher assignments, job responsibilities, and measurements.  Additionally, you will ensure associates are trained on a continuous basis to address client publisher needs.  Further, you will work with Client Management and Inventory Management to coordinate effort and response.  The supervisor hires, trains, develops, and terminates employees as required.  You will maintain and improve service levels.  Finally, you will supervise 5 or more direct reports within Publisher Care.

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:

• Bachelor's degree or year-for-year equivalent experience
• 1 year experience in a supervisory/lead position
• 3 years' experience in client/customer facing, high volume call center role

Preferred Skills:

• Book or publishing industry experience
• Prior experience with Zendesk
• Prior experience in inventory management

Key Responsibilities:

• Acts as second level escalation for publisher issues and concerns and handles issues that Publisher Care Coordinators cannot resolve.
• Hires, trains, coaches, counsels, develops, and evaluates Publisher Support Coordinators.
• Supervises and monitors all daily functions and activities within Publisher Support ensuring requests are processed in a prompt, timely, and efficient manner within the service expectation level.
• Modifies Publisher Care functions and activities as appropriate to ensure both cost control and superior service.
• Maintains a high level of knowledge for all products, programs, and services offered by IPS.
• Approves credit and freight adjustments up to specified limits or escalates to management for sign off.  Makes entries in Zendesk if necessary.
• Maintains representative scheduling and resource allocation. 
• Monitors calls, gives feedback, and steers workflow of Publisher Care Coordinators and provides associates with coaching and feedback as necessary to ensure that we are continually providing excellence to IPS publisher clients and customers.
• Conducts effective one-on-one training sessions with each associate at least once a month to motivate associates to acquire proper skills, attitudes and knowledge.
• Establishes performance metrics and requirements, monitors performance and provides performance appraisals for each representative in advance of review date and ensures that these appraisals are detailed, accurate and fair.
• Monitors team performance including departmental metrics and takes appropriate actions to maximize results. 
• Prepares Publisher Care documentation, presentations, and participates in departmental meetings including publisher business review, publisher integration meetings, and sales conference.

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