Client Services Support Associate

Department: INscribe Digital
Manager: Director, Client Services
Employment Status: Part-time, 20 hours per week
FSLA Status: Non-Exempt (Hourly)
Location: Berkeley, CA

IPG/Inscribe Digital is seeking an energetic and hard-working candidate for a part-time, non-exempt role. This Client Services Support Associate role is a 20 hour per week position which is responsible for assisting client service representatives with reporting, invoicing, and services. This includes INscribe Digital’s sales reporting (including print and eBooks) and the processing of client invoices for all fees and services. As a distribution & marketing company, accurately managing our fees is critical to our business, and this role must ensure clients are billed correctly and accurately, and that our service levels (SLAs) are met, using qualitative measures and in conjunction with the Client Services Manager.

Key Responsibilities:

  • Manage daily and weekly sales reporting;
  • Own New and Upcoming Titles report, editing as necessary to meet guidelines;
  • Answer customer service tickets as required by client service representatives;
  • Generate weekly team meeting agendas;
  • Track, organize and distribute billing spreadsheet to accounting team on a monthly basis;
  • Create and adjust manual pay the publisher statements for wholesale clients;
  • Manage titles in all ancillary services for marketing—Aer.io, Aerbook, Textcafe, and NetGalley, where billing is required;
  • Upload Amazon KDP titles for sale, and maintain charges within the titles;
  • Approve and  decline NetGalley requests;
  • Set up Google Play accounts;
  • Coordinate with Client Services to set up new publisher profiles;
  • Pull links for client conversion projects where retailer-specific links are required;
  • Set price campaigns in our system and at retailers; notify retailers of new campaigns as needed;
  • Manage service levels and assign owner roles in SysAid; respond to client queries where appropriate;
  • Manage mail merge and other client outreach;
  • Coordinate with clients to resolve any issues regarding metadata and file delivery;
  • Turnaround client service requests for metadata and HTML coding, and record for billing;
  • Handle outreach to clients on a project basis, including migration to our system, expanded retailers, or ONIX improvements;
  • Suggest and champion new initiatives to improve accuracy and efficiency;
  • Other tasks and duties as assigned

Skills and Experience

  • Knowledge of FTP, web browsers, and standard web application interfaces across multiple operating systems (PC, Mac and Linux)
  • Knowledge of XML & ONIX
  • Strong experience and knowledge of Excel
  • Experience with content management systems and basic database knowledge
  • Familiarity with book business, including BISAC standards and eBook formats
  • Excellent communication skills, written and verbal
  • Ability to work with a larger team, consisting of both highly technical to decidedly non-technical members and clients
  • Comfortable with an open and fast-paced working environment 
  • Legendary attention to detail and tireless drive to solve problems
  • Comfortable prioritizing workflow with impact on business
  • Ability to work with a larger team, consisting of both highly technical to decidedly non-technical members and clients
  • Comfortable with an open and fast-paced working environment 



IPG seeks an entry level, exceptionally detail oriented, and self-motivated Digital Production Associate to join its energetic Digital team for a six month assignment. This role has a strong possibility of becoming permanent. This is a full-time position which supports all aspects of the Digital department.

 

Primary responsibilities include:

  • Assisting in the collection and validation of e-book files and data submitted by IPG and INscribe client publishers, usin> a variety of small and large-scale software applications designed to automate the file ingestion and delivery
  • Delivering the ebook files and data to IPG's e-book retail partners
  • Maintaining IPG's content on our partners' platforms
  • Attending to missing or corrupted files
  • Fielding production queries from publishers by phone and email
  • Managing IPG's new audiobook program
  •  

    The ideal candidate will be highly organized and adaptable, and will also possess the following qualifications:

  • Bachelor's degree from an accredited university
  • Basic understanding of Photoshop or other image editing software
  • Proficiency in Microsoft Excel and Outlook, as well as Adobe Acrobat Pro
  • Ability to learn quickly and be unafraid of change
  • Working knowledge of HTML
  • Ability to speak and write clearly and authoritatively to internal and external audiences
  • Strong capacity to multitask, prioritize, and work independently

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