Ingram Content Group is one of the world's largest and most trusted distributors of physical and digital content. Thousands of publishers, retailers, and libraries worldwide use our products and services to realise the full business potential of books, regardless of format. Ingram Content Group has earned its lead position and reputation by offering excellent service and creating innovative, integrated solutions. Our customers have access to best-of-class digital, audio, print, print-on-demand, inventory management, wholesale and full-service distribution programs.
Become a part of an innovative team helping to revolutionise the way publishers make books available in an on-demand world and helping to revolutionise the way that publisher content reaches readers around the world!
Job DescriptionJob Summary - Supports customers by answering a wide range of questions, troubleshooting, resolving complaints, and providing guidance related to IngramSpark/Lightning Source service offerings.
Essential Duties:
- 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.
- Increase sales volume via clarification of special offerings and upselling.
- Deals with all publisher queries efficiently and accurately on the phone, email and chat.
- 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.
- Maintains up-to-date and accurate knowledge on the full range of Ingram services, to be able to advise customers appropriately.
- Uses a wide variety of internal systems and platforms to ensure customer requirements are recorded and actioned accurately.
- 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.
- 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.
Other Duties:
- Any other duties as required in line by managers from time to time, and commensurate with role and responsibilities.
Qualifications
Knowledge, Skills and Abilities:
- Possess strong oral and written communication skills
- Manage workload by establishing priorities
- Ability to operate successfully within a fast-paced environment
- Ability to think critically in ambiguous situations
- Handle accounts with minimum supervision
- Flexibility is critical – must be able to adapt to frequent change with little or no negative impact to productivity
- Ability to be flexible/multi-task based on workflow demands
- Ability to speak, write and read the English language
- Ability to develop constructive and cooperative working relationships with others, and maintain them over time
- Ability to exercise effective judgment, sensitivity, creativity to changing needs and situations
- Ability to maintain consistent, punctual and regular attendance
- Ability to receive and give information in a courteous manner over the telephone, via electronic communication or in person
- Ability to engage in active listening with coworkers, management and clients/customers
- Attention to detail
- Knowledge of organization, operating procedures and policies of the company
- Ability to apply new knowledge, technology and procedure to job responsibilities
- Ability to meet and maintain performance objectives (standards)
- Ability to maintain full time work schedule during normal company operating hours
Education and Experience
- High school diploma or GED
- 1 year of customer/client service exp
Essential Physical Demands
- Sedentary work
- Standard office environment
Perks/Benefits:
- Competitive salary
- Generous holiday plus Bank Holidays
- Life Assurance
- Company Pension Scheme
- Company Sick Pay Scheme
- Continuous Professional Development and Training Opportunities
- Business Casual dress code, dress down Fridays
- Free onsite parking
- Free Hot drinks
- Snack and Drink Vending machines on site
- Gym Membership Corporate Discount
- Service Awards
Skills Required
- High school diploma or GED
- At least 1 year of customer or client service experience
- Strong oral and written communication skills
- Ability to manage workload and establish priorities
- Ability to work effectively in a fast-paced environment
- Critical-thinking skills in ambiguous situations
- Ability to handle accounts with minimal supervision
- Flexibility and ability to adapt to frequent change
- Ability to multitask based on workflow demands
- English reading, writing, and speaking proficiency
- Constructive relationship-building and teamwork skills
- Attention to detail
- Ability to learn and apply new technology and procedures
- Ability to meet and maintain performance objectives
- Regular and punctual attendance during full-time operating hours
Ingram Content Group Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Ingram Content Group and has not been reviewed or approved by Ingram Content Group.
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Fair & Transparent Compensation — Pay is considered decent or competitive for the area in several roles, especially in warehouse and entry-level positions. Feedback suggests overtime opportunities can reliably boost take-home pay.
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Healthcare Strength — Health coverage is often highlighted as solid, with some roles noting day-one eligibility. This stability is cited as a reason some employees remain, particularly in physically demanding warehouse roles.
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Retirement Support — A 401(k) with employer match is commonly referenced as part of the package. This element contributes to perceptions of a standard, dependable benefits offering.
Ingram Content Group Insights
What We Do
The world is reading. Ingram helps connect our world with the books they want—print and digital—when they need them, in the simplest ways. To better serve an increasingly connected global community of readers we are transforming the book industry for the better: through smart leadership, cutting-edge technology, and revolutionary innovations in the manufacture and distribution of books. 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, VitalSource Technologies LLC, Ingram Library Services LLC, and Tennessee Book Company LLC.
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