Client Support Supervisor

2 weeks ago


La Vergne, Tennessee, United States Ingram Content Group Full time
Job Overview

Ingram Content Group (ICG) is seeking a Client Support Supervisor to enhance our operations. This role is pivotal in managing relationships with publishers to drive sales and ensure the accurate and timely processing of titles received. The Supervisor will provide leadership and guidance to Client Service Coordinators, addressing daily challenges and making informed decisions as necessary. Additionally, this position will focus strategically on enhancing the experience of IngramSpark clients.

About Ingram Content Group: Ingram connects individuals with content across various formats. We offer a wide range of services for publishers, retailers, libraries, and educators, ensuring these services are seamless and accessible through innovative technology and creativity. Our extensive global network supports services including digital and physical book distribution, print-on-demand, and digital learning.

Essential Qualifications:

  • Degree or equivalent experience.
  • Minimum of 3 years in a client-facing, high-volume call center environment.
  • At least 1 year in a supervisory or leadership role.

Preferred Qualifications:

  • Experience in the book or publishing industry or previous experience with Ingram Content Group.
  • Familiarity with MS Office Suite.
  • Experience using Zendesk.
  • Background in making presentations.

Key Responsibilities:

  • Conducts performance evaluations and provides coaching for enhanced performance.
  • Implements disciplinary measures as needed.
  • Drives sales growth through effective management of existing orders and client offerings.
  • Provides actionable insights to IngramSpark client managers for inventory management.
  • Collaborates with the Manager of Client Services to refine the customer experience model for distribution publishers.
  • Acts as a subject matter expert on IngramSpark Services.
  • Understands the workflow requirements for IngramSpark publishers.
  • Models effective relationship management for Client Service associates.
  • Assists associates in maintaining productive relationships with other departments to resolve customer satisfaction issues.
  • Ensures a balanced workload within the Client Services team and addresses daily operational challenges.
  • Monitors title accession and communicates status updates as required.
  • Manages costs while enhancing the efficiency and effectiveness of the customer service team.
  • Supports the Director of Client Services as needed.

Additional Information:

  • Benefits: Competitive compensation package with comprehensive benefits starting from the first day of employment, including Medical/Prescription Drug plans, HSA, Vision, Dental, and Health Care FSA.
  • Generous leave policy including vacation, sick days, and personal days.
  • 401K matching, Life and AD&D insurance, Employee Assistance programs, and more.
  • Wellness initiatives with access to fitness facilities.
  • Opportunities for engagement with books and authors.
  • Support for continued education through a tuition reimbursement program.
  • Community engagement through volunteer opportunities and company match for donations.
  • Casual dress code.

Ingram Content Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or genetic information.



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