Technical Services Specialist (Ingram Library Services)

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.

You love supporting one library, but what if you could support thousands?

At Ingram, our Library Services teams curate titles and services for a wide range of libraries from small and rural libraries to multi-branch urban library systems. We focus on providing exceptional support to our library customers by improving workflows and processes with content, shelf-ready services, collection development and analytics -- all while developing and maintaining everlasting relationships with our clients. Our teams collaborate and innovate with a variety of skilled professionals and manage projects with quality and profitability in mind.

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 and are seeking an opportunity with a fast paced, customer-centric company offering a competitive salary and benefits, we can’t wait to meet you! 

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.

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 Assistance programs, Group Legal, & more
  • Wellness program with access to onsite gym and basketball court for associates
• 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. 

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.

• EOE-Race/Gender/Veterans/Disabled
• We participate in EVerify.
• EEO Poster in English 
• EEO Poster in Spanish