Customer Relations Representative

Ingram Content Group (ICG) is hiring for a Customer Relations Representative to join our team in LaVergne, TN (Greater Nashville Area). We’re looking for an individual to serve as the primary contact point for customers. Provide efficient processing of all customer orders, including problems with shipments and return authorizations. Respond directly to customer inquiries which includes general product questions, stock availability, shortages, overages, damaged product, billing errors and shipping errors. Provide support for worktext fulfillment in subsequent years of adoption

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:

• High School Diploma or equivalent
• 6 months prior work experience order entry or filing (numeric and alphabetical
• 1 year in at least one previous job
• 1 year work experience in an office environment and customer service

Key Responsibilities:

• Ensures proper format and accuracy of all processed orders regardless of the form
• Verifies each order is an original to avoid duplicating orders and verifies Purchase Order total from customer to our order total.
• Works with customer to resolve any differences and obtains correct Purchase Order as needed.
• Serves as the primary contact for customers seeking product or publisher information.
• Contacts customer to gather information regarding orders as needed.
• Answers calls from customers regarding problems they have with shipments, researches the problem, and determines the appropriate solution.
• Provides support for Worktext fulfillment orders
• Issues return authorization for customer returns and call tags for pickup of product shipped in error.
• Determines where an order is in the workflow process and provides that information to customers.
• Notifies customer of order status.
• Scan documents into FACTS daily.
• This list is not exhaustive

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 Assistant programs, Group Legal, & more
  • Wellness program with access to local fitness centers for one low price - 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
  • Free advance copies available throughout our HQ in Greater Nashville
  • Discounted offers to self-publish with IngramSpark®!
• 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.

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