Client Services Coordinator

Responsibilities

• Increase sales volume via clarification of special offerings and upselling.
• Deals with all publisher queries efficiently and accurately on the phone, email and chat.
• Maintains up-to-date and accurate knowledge on the full range of Ingram services, to be able to advise customers appropriately.
• Liaison with internal teams across US, UK, and AU as necessary to meet the needs of the customer.
• Support the drive for sales growth via effective execution of upselling.

Required Qualifications

High school diploma or GED 1 year customer/client service experience Preferred Skills: Bachelor’s degree Customer-facing experience Experience using critical thinking and problem-solving skills Key Responsibilities: Acts as the primary and oftentimes sole point of contact for customers. Manages customer relationship interfacing between the customer and other departments such as sales, premedia, and operations.

Ensures customer questions and concerns are resolved with a satisfactory resolution. Manages new and outstanding customer requests, responding to emails and providing updates in a timely manner.

Uses a wide variety of internal systems and platforms to ensure customer requirements are recorded and actioned accurately.

Provide support and answer questions for third-party customer service agents, resulting in a positive customer experience. Attend recurring virtual meetings with customers to provide white-glove level of service and support. Maintain knowledge of industry best practices and components of customer success, such as metadata optimization and file creation compliance.

Hiring Salary Range

$18.35/hr - $22.20/hr. This range represents the anticipated low and high end of the salary for this position. It will be determined by factors including but not limited to: the applicant’s education, experience, knowledge, skills, and abilities, geographic location, as well as internal equity and alignment with market data.

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 Assistance programs, Group Legal, & more Wellness program with access to onsite gym and basketball court for associates 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. 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. EOE-Race/Gender/Veterans/Disabled We participate in EVerify. EEO Poster in English EEO Poster in Spanish