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Customer Service Representative

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

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 and Duties
  • Answer all incoming phone calls. Resolve caller’s issue or route to the appropriate department.
  • Using ticketing system, resolve correspondents’ issue or route to the appropriate department.
  • Process electronic orders that come from our websites.
  • Process orders that come in large data blocks from client publishers and special customers.
Qualifications
  • High school diploma or equivalent required.
  • Book industry experience is preferred.
  • Proficiency with basic office and data entry software and able to operate telephone equipment.
  • Experience with ticketing system preferred.
  • Must be personable and able to handle multiple tasks simultaneously.
  • Strong verbal communication skills necessary.
  • Must be able to investigate problems and determine if they’re part of a wider pattern, while also constantly looking for opportunities to create efficiencies.
  • Candidate must be able to work remotely temporarily due to COVID-19. This includes a dedicated workspace and access to reliable internet.
  • Physical Abilities: Must be able to sit and stand for long periods of time in an office environment.
  • Travel Requirements: None
How to apply

Candidates are asked to submit a cover letter and resume in PDF format to Careers@ipgbook.com. No phone calls, please.

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 Amazon.com, 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.