Account Services Specialist (Library Services)

Job Description

In this role, you will perform and coordinate all aspects of the ongoing and daily activities associated with any ILS Customer, Custom Cataloging Customers and Opening Day Collections – including setup, integration, testing and ongoing support.

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!

• HS Diploma or GED
• 2 years minimum experience in customer care/ support

• Experience using MS Excel
• Experience using Salesforce

• Tracks and monitors daily progress on all active library Custom Cataloging integrations/projects and identifies potential problems.
• Maintains and updates all ILS accounts as requested by customer or internal stakeholders.
• Ensures accuracy of cataloging and processing set-up through use of quality control test orders and buddy-check guidelines.
• Provides ongoing internal support, follow-up, and information to ILS Sales team, customer service, bids and contracts, and collection development via the shared email box, inbound rotary phone extension and/or Salesforce.
• Ensures incoming customer calls are answered in a timely manner and responds to incoming customer emails within 24-48 hours.
• Responsible for reordering all library-supplied processing components per DC request, logging requests, and sending supplies to the appropriate DCs after receipt.
• Manages applicable Opening Day Collection projects by working proactively with the customer and other internal stakeholders – while ensuring project timeline is met.
• Responsible for setting up BookMARC profiles for assigned projects/customers per their specifications
• Maintains and tracks all projects, providing frequent updates in the customer and/or case record in Salesforce (CRM).
• Works with other ICG departments to ensure order accuracy, customer satisfaction and that key project deliverables are met.
• Schedules customer conference calls, involving all appropriate departments to ensure a high level of customer satisfaction.
• Creates and assembles customized customer packets, including appropriate processing and cataloging samples as needed.
• Receives orders from customers and manages workflow and throughput via ongoing order releases for projects and integration testing to be sure customer orders are entered and confirmed.
• Performs detailed testing of new projects to ensure setup accuracy and customer satisfaction
• Coordinates all aspects of new “Ship To” accounts, including adding processing and cataloging requirements, creating and sending processing profiles to the DCs and ordering library-supplied processing components.

Additional Information

• 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 Assistant programs, Group Legal, & more
  • Wellness program with access to local fitness centers for one low price - onsite gym and basketball court for associates
• Avid reader? Numerous opportunities to engage with books and authors
  • Free card registration at the Nashville Public Library
  • Free advance copies available throughout our HQ in Greater Nashville
  • Discounted offers to self-publish with IngramSpark®!
• 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.

Ingram Content Group LLC is an affirmative action/equal opportunity employer. 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.

• EEO/AA Employer/Vet/Disabled
• We participate in EVerify.
• EEO Poster in English
• EEO Poster in Spanish