Supervisor, Client Support

Job Description
is hiring a Supervisor, Client Support, to contribute to our team in our La Vergne, TN office. The Supervisor, Client Support supervises Publisher Care functions, activities, and workflow to ensure that Ingram Publisher Care commitments to client publishers and their customers are met. You’ll establish client publisher assignments, job responsibilities, and measurements. Additionally, you will ensure associates are trained on a continuous basis to address client publisher needs. Further, you will work with Client Management and Inventory Management to coordinate effort and response. The supervisor hires, trains, develops, and terminates employees as required. You will maintain and improve service levels. Finally, you will supervise 5 or more direct reports within Publisher Care.
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 year-for-year equivalent experience
1 year experience in a supervisory/lead position
3 years’ experience in client/customer facing, high volume call center role
Preferred Skills:
Book or publishing industry experience
Prior experience with Zendesk
Prior experience in inventory management
Key Responsibilities:
Acts as second level escalation for publisher issues and concerns and handles issues that Publisher Care Coordinators cannot resolve.
Hires, trains, coaches, counsels, develops, and evaluates Publisher Support Coordinators.
Supervises and monitors all daily functions and activities within Publisher Support ensuring requests are processed in a prompt, timely, and efficient manner within the service expectation level.
Modifies Publisher Care functions and activities as appropriate to ensure both cost control and superior service.
Maintains a high level of knowledge for all products, programs, and services offered by IPS.
Approves credit and freight adjustments up to specified limits or escalates to management for sign off. Makes entries in Zendesk if necessary.
Maintains representative scheduling and resource allocation.
Monitors calls, gives feedback, and steers workflow of Publisher Care Coordinators and provides associates with coaching and feedback as necessary to ensure that we are continually providing excellence to IPS publisher clients and customers.
Conducts effective one-on-one training sessions with each associate at least once a month to motivate associates to acquire proper skills, attitudes and knowledge.
Establishes performance metrics and requirements, monitors performance and provides performance appraisals for each representative in advance of review date and ensures that these appraisals are detailed, accurate and fair.
Monitors team performance including departmental metrics and takes appropriate actions to maximize results.
Prepares Publisher Care documentation, presentations, and participates in departmental meetings including publisher business review, publisher integration meetings, and sales conference.