Customer Service Representative

FLSA Status: Non-Exempt
Reports to: Customer Service Manager
Employment Status: Full-Time

Summary:

Established in 1971, Independent Publishers Group (IPG) was the first organization specifically created for the purpose of marketing titles from independent presses to the book trade. With consistent growth each year, IPG’s success has come from supporting and encouraging the growth of its client publishers in the United States and worldwide. IPG has a wide reach in the market with its distribution of publishers with academic, Spanish-language, computer, and general trade nonfiction and fiction titles. IPG was acquired by Chicago Review Press in 1987. In the fall of 2006, the senior management of Chicago Review Press, Inc., the parent company of IPG, bought Trafalgar Square Publishing, Inc., the leading U.S. distributor of UK publishers. Trafalgar Square Publishing was founded in 1973 and distributes for clients such as Penguin Random House UK, Australia, New Zealand, and China; Summersdale; Pavilion Books; Allen & Unwin; The History Press; Amberley Publishing; HarperCollins UK; Pan Macmillan; and John Blake.

IPG is the second largest independent distributor of books and e-books in the world, and one of the top 10 suppliers of book content to Barnes & Noble, Apple, Amazon.com, and Kobo, among thousands of other retailers globally. Want to know who’s behind that new book on your coffee table? Chances are good that your bookstore sourced it from IPG.

IPG is seeking an experienced Customer Service Representative (CSR) to join our Customer Service and Operations team. The CSR is responsible for providing effective customer service for all internal employees and external customers.

Responsibilities:

  • Welcome visitors
  • Accept deliveries
  • Process orders and manual back orders
  • Assist customers with processing orders, investigating and resolving problem shipments, and handling inquiries over the phone, fax, and email
  • Sorting faxes and mailUpdating databases with incoming shipment information from the publishers and customer records
  • Processing invoices

Qualificiations:

  • Bookstore or publishing experience required
  • Four years of customer service experience
  • Excellent written and verbal communication skills
  • High attention to detail
  • Ability to work independently
  • Proficiency in Microsoft Excel, Word, and Outlook

Requisite capabilities/traits:

  • An awesome attitude, positive outlook
  • Very strong organizational skills and with great attention to detail.
  • Multi-task and prioritize multiple projects.
  • Conversant in Microsoft Office and strategic database use.
  • Excellent interpersonal and communications skills.
  • Bachelor’s degree

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

This is a largely sedentary role. The CSR may be required to lift files, open filing cabinets and bend or stand as necessary. Individuals may need to sit or stand as needed. This position may require walking primarily on a level surface for periods of time as well as reaching above shoulder heights or below the waist or lifting as required to file documents or store materials throughout the workday. Proper lifting techniques are required. This position may occasionally lift up to 25 pounds for files and computer printouts

How to apply:

Interested and qualified candidates should submit a cover letter and resume to Jessie Jonik at jjonik@ipgbook.com. No phone calls, please.