Publisher Services: Senior Client Success Coordinator

Ingram-Content-Group; La Vergne (TN); On-site; USD 27,000 - 33,000; Full time

Benefits offered by this job

Vacation days & sick days

401K match

Wellness program

Tuition reimbursement

United Way donation matching

Game room

Casual dress code

Job summary

Ingram Content Group is seeking a Sr. Client Services Coordinator for the IPS team in La Vergne, TN. You will acquire and maintain expert knowledge of Ingram policies and services to assist internal and external clients with accuracy and professionalism.

You will partner with various departments, resolve client issues, and contribute to process improvements while maintaining productivity and quality standards.

Qualifications

• High School Diploma or GED.
• 2 years' experience in a customer or client support role.
• Strong written and oral communication skills.
• Experience working in a professional environment.
• Detail-oriented and strong organizational skills.

Responsibilities

• Processes requests received by phone, chat, and email via ticketing system from both internal and external clients accurately and timely.
• Performs and processes accurately, responsibilities related to assigned line of business(s) which may include ship desk, relief receptionist, special order spreadsheets, inventory management, order entry, support, work orders, stock reserves, lock list, reporting, programs/services and other related transactions. Researches and provides prompt and timely response to customer or client issues and/or associate inquiries via electronic communications, by phone, or in person.
• Makes appropriate decisions when submitting credit adjustments and works to resolve discrepancies.
• Acquires and maintains high level of knowledge in the basics of all processes and procedures established in assigned area of responsibility.
• Maintains acceptable levels of productivity, accuracy, quality, and attendance.
• Provides input for improving and streamlining current procedures and becomes actively involved in the planning and implementation of new processes and procedures. Creates documentation to support new procedures.
• Serves as liaison and primary contact for various departments, or publisher clients, ensuring 2-way communication.
• Works with various internal and external stakeholders on a daily basis to share resources necessary to complete all work in an accurate and timely manner.
• Acts as first level support for customer and client systems. Attempts first call resolution working with the available knowledge base. Tracks issues and escalates to various internal stakeholders as necessary. Relays research results and problem resolution to the customer or client.
• Attends and participates in departmental meetings. Adapts to changing schedule needs.

Skills

Customer support experience

Communication skills

Organizational skills

Education

High School Diploma or GED

Job description

Ingram Content Group is seeking a Sr. Client Services Coordinator for the IPS team in La Vergne, TN. You will acquire and maintain expert knowledge of Ingram policies and services to assist internal and external clients with accuracy and professionalism.

You will partner with various departments, resolve client issues, and contribute to process improvements while maintaining productivity and quality standards.