Supervisor, Client Support (Spark)

Ingram Content Group (ICG) is hiring for a Supervisor, Client Support (IngramSpark), to contribute to our team in LaVergne, TN, just outside Nashville. In this role, you will manage publisher relationships to increase sales and provides accurate and timely accession of titles received from the publishers.  You will provide leadership and direction, as required, to Client Support Coordinators on day-to-day issues and make sound decisions as the situation warrants.  As the Supervisor, you’ll strategically focus on IngramSpark clients and their experience with Lightning Source and IngramSpark.

Do you have experience working with publishers?  Have a passion for helping publishers be successful?

At Ingram, our publisher-facing business offers more than just traditional wholesale services.   It offers fully integrated and relevant solutions for client publishers.   Comprised of book printing, digital book, distribution, publishing sales, and marketing services, this part of Ingram’s business helps publishers discover more ways to sell content in markets across the globe.  Based in the Nashville area, New York, Berkeley, and other locations, our teams are collaborative, innovative, dynamic, and passionate about the business. 

The world is reading, and it is our goal to connect as many people to the content they want in the simplest ways.  If you share that passion, enjoy working in a fast-paced environment, and want to contribute to a strategic part of the business that is evolving and expanding, we can’t wait to meet you!

Required Qualifications:

• College degree or experience equivalent
• 2-5 years of customer service experience required
• 1 year of leadership or managerial experience

Preferred Skills:

• Ingram experience
• Experiencing working with authors and/or independent publishers
• De-escalation experience

Key Responsibilities:

• Prepares and executes performance evaluations.
• Coaches for improved performance.
• Enforces disciplinary guidelines.
• Increases sales volume via effective execution of existing orders and presentation of offerings to existing clients.
• Surfaces actionable information to IngramSpark client managers to assist in inventory management for our publishers.
• Partners with the Manager of Client Services to help define and improve the customer experience model for distribution publishers.
• Acts as subject matter expert on IngramSpark Services.
• Understands workflow needs for IngramSpark publishers.
• Acts as the role model for CS associates for effective on-going relationships with IngramSpark customers to better facilitate set up of customer titles at IngramSpark
• Assists client services associates with maintaining productive and positive relationships with other LSI departments including Pre-Media, Sales, Accounting, Shipping, and Production to communicate and effectively resolve customer satisfaction issues
• Ensures workload within Client Services team is manageable and level-loaded and responds with recommendations/decisions on day-to-day issues.
• Monitors the accession of titles and provides status information to customer and/or management as needed.
• Controls costs and increases customer service team’s
• Assists Manager, Client Services as requested.

Hiring Salary Range: $63,945k - $80.849k 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.
  • 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
• 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