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Customer Service Representative

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


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. The Customer Service Representative (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 and Duties

  • 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.


  • Book industry experience is preferred but not required.
  • High School degree required. Associate's degree preferred.
  • Must be proficient with basic office and data entry software
  • Able to operate telephone equipment.
  • Must be personable and able to handle multiple tasks simultaneously.
  • Strong analytical skills. Must be able to investigate problems and determine if they’re part of a wider pattern.
  • Physical Requirements: Must be able to sit for long periods of time in an office environment and verbally communicate clearly and concisely.
  • Travel Requirements: None

About the company

IPG is the original independent distributor of books, ebooks, and audiobooks from publishers around the world, and a top 10 supplier of book content to, Barnes & Noble, independent bookstores, libraries, and specialty markets, in addition to thousands of retailers globally.

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. IPG was acquired by Chicago Review Press in 1987. In the fall of 2006, Chicago Review Press, Inc., the parent company of IPG, bought Trafalgar Square Publishing, Inc., the leading North American distributor of UK publishers. Trafalgar Square Publishing was founded in 1973 and as a division of IPG, now distributes products from clients such as Penguin Random House UK, Australia, New Zealand, and China; Allen & Unwin; The History Press UK; Amberley Publishing; HarperCollins UK; Pan Macmillan; and John Blake.

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, children’s, and general nonfiction and fiction titles.