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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.

Overview

Customer Service is the front desk of the company. We link customers and clients to Sales, Accounting, Editorial and Operations departments resolving issues they may have or connecting them to resources they need. Internally, departments rely on us to bring appropriate resources to bear on problems. Experienced CSR will coordinate with Accounting, Sales and Supply Chain departments as well as our Distribution Center and shipping vendors to facilitate customer orders and troubleshoot problems. Experienced CSR will notice recurring problems and communicate with other departments to resolve them and improve workflow.

Responsibilities:

  • Answer all incoming phone calls. Resolve caller’s issue or route to the appropriate department.
  • Respond to email in personal and general inboxes. Resolve correspondents’ issue or route to the appropriate department.
  • Handle incoming mail and fax correspondence as well as packages delivered to the office routing all appropriately. We also handle outgoing mail and packages and make sure other departments have the resources they need for mail and package shipping.
  • Process electronic orders that come from our websites.
  • All other duties as assigned.

Qualificiations:

  • High School/Some college is required.
  • Book industry experience is preferred but not required.
  • Must be proficient with basic office and data entry software and able to operate telephone equipment.
  • Must be personable and able to handle multiple tasks simultaneously. Must be able to investigate problems and determine if they’re part of a wider pattern.
  • No certifications or licenses required.
  • No physical ability requirements.
  • Travel requirements. None.

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