Ingram Content Group (ICG)is hiring two Technical Services Specialists to contribute to our Library Services (ILS) team in LaVergne, TN just outside Nashville.
In this role, you will perform and learn all aspects of daily ongoing support associated with smaller ILS customers including basic account setup, integration, EDI/ipage setup, grid setup, and testing. You will also serve as first-tier contact for operations staff as it relates to basic product support, customer supply reorders, and profile clarification, perform basic onboarding activities for smaller ILS clients, communicating timelines and project plans to libraries and ensuring the effectiveness of the plan, during the set-up phase. Additionally, you will coordinate and communicate all issues between Ingram and smaller libraries and track issue resolution to completion, until the library’s account(s) are in production, you will provide basic ongoing support for smaller ILS customers post-account setup by handling maintenance requests as well as troubleshooting, research, and resolution of cataloging & processing related issues. The Technical Sales Specialist maintains a positive attitude and fosters a positive customer experience, while meeting or exceeding the customers’ expectations.
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.
Required Qualifications:
- Bachelor’s degree or directly related year-for-year experience
- 2 years of customer service experience
Preferred Skills:
- Experience working in libraries
- Project management experience
- Strong technical aptitude
- Customer facing experience
Key Responsibilities:
- Maintains and updates smaller ILS accounts as requested by customers or internal stakeholders.
- Ensures accuracy of cataloging and processing setup through use of basic quality control test orders and buddy-check guidelines.
- Works with other ICG departments to ensure order accuracy, customer satisfaction and that key project deliverables are met.
- Assembles customized customer packets, including appropriate processing and cataloging samples as needed.
- Performs basic testing of new projects to ensure setup accuracy and customer satisfaction.
- Coordinates new simple “Ship-To” accounts, including creation in the mainframe system, adding processing and cataloging requirements in BookMARC, creating processing profiles, and ordering library-supplied processing components.
- Onboards smaller clients, ensuring libraries understands Ingram cataloging and processing options available to them.
- Serves as assigned library’s primary contact, effectively communicating updates and changes regarding the client’s onboarding.
- Coordinates the scope of projects with the library, implements procedures to fully onboard accounts and sees these projects to completion.
- Incorporates and communicates any process improvements and enhancements to integration plan that will benefit both Ingram and the library.
- Transitions library to the Sales team at conclusion of defined projects, and/or release accounts into production.
- Develops a thorough understanding of library’s VAS and ordering needs.
- Assists customers with ipage including basic grid/template setup, marc mapping and any basic ipage related questions/issues.
- Coordinates simple enriched and basic EDI setup with information provided by Sales and/or the customer by verifying information and JIRA creation.
- Works with customer to ensure enriched data elements are mapped correctly in EDI, ipage and BookMARC ensuring accurate cataloging and processing outputs.
- Works with the library to ensure all specification information, including barcodes and RFID tags, labels templates, enriched labels and marc record needs are understood and set up correctly.
- Utilizes BookMARC and WORDS to correctly perform basic maintenance/updates, establish smaller shelf-ready accounts, provide tier 1 troubleshooting for cataloging and processing related issues, and to provide overall basic ongoing support to Ingram Library Services customers.
- Maintains and tracks assigned smaller projects, providing frequent updates in Sales Force (CRM).
- Learns setup processes for Opening Day Collection projects through partnering with Opening Day Collection Manager and customer.
- Partnering with Lead or Managers, coordinates regular calls with customers, communicating new information to clients, communicating client benefits and requirements. Works with management to tailor new programs to their needs.
- Ensures incoming customer emails are answered within 48-72 business hours of receipt.
Hiring Salary Range: $22.17/hr - $27.48/hr. 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.