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 equivalent2-5 years of customer service experience required1 year of leadership or managerial experiencePreferred Skills:Ingram experienceExperiencing working with authors and/or independent publishersDe-escalation experienceKey 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 IngramSparkAssists 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 issuesEnsures 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’sAssists 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.