Customer Experience Representative

Ingram Micro Inc; Buffalo (NY); On-site; USD 49,500 - 79,200; Full time

Job summary

Ingram Micro Inc. is seeking a Customer Experience Representative to support our Enterprise Sales team as a trusted advisor and primary contact for assigned customers. You will help drive platform adoption and ensure exceptional service throughout the partnership.

This role requires 2+ years in customer-facing roles, strong communication, and the ability to manage multiple priorities while collaborating across teams. The base pay ranges reflect US-wide roles and can include incentives.

Qualifications

• Bachelor's degree or equivalent experience.
• 2+ years in customer service, customer success, account management, sales support, or another customer-facing role.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities and customer relationships simultaneously.
• Experience with Zendesk or similar support tools is a plus.

Responsibilities

• Serve as the primary contact for customer inquiries, escalations, and support needs.
• Build strong customer relationships and understand their business goals and challenges.
• Drive adoption and utilization of the Xvantage platform through training and engagement.
• Partner with Sales, Vendor Management, Operations, and Support to deliver solutions.
• Support growth initiatives including onboarding, pipeline development, upgrades, and cross-sell opportunities.
• Utilize customer support tools, including Zendesk, to manage requests and escalations.
• Connect customers to internal resources to ensure timely issue resolution.

Skills

Customer service

Communication

Prioritization

Problem solving

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Tools

Zendesk

CRM platforms

APIs

Job description

Accelerate your career. Join the organization that’s driving the world’s technology and shape the future. Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart. Learn more at www.ingrammicro.com Come join our team where you'll make technology happen in surprising ways. Let's shape tomorrow - it'll be a fun journey! Accelerate your career. Join the organization that’s driving the world’s technology and shape the future. Ingram Micro is a leading technology company for the global information technology ecosystem. Our global reach, diverse portfolio of solutions, and digital platform, Ingram Micro Xvantage™, help technology partners grow, scale, and succeed. Come join our team where you'll make technology happen in surprising ways.

About the Role

As a Customer Experience Representative, you'll support our Enterprise Sales team by serving as a trusted advisor and primary point of contact for assigned customers. You'll help drive platform adoption, resolve customer issues, support growth initiatives, and ensure customers receive exceptional service throughout their partnership with Ingram Micro. This role may support a portfolio of customers or a large strategic account and requires the ability to pivot between priorities while maintaining a strong sense of urgency.

Key Responsibilities

• Serve as the primary contact for customer inquiries, escalations, and support needs.
• Build strong customer relationships and develop an understanding of their business goals and operational challenges.
• Drive adoption and utilization of the Xvantage platform through training, enablement, and customer engagement.
• Partner with Sales, Vendor Management, Operations, and Support teams to deliver solutions and positive customer outcomes.
• Support growth initiatives including onboarding, pipeline development, upgrades, and cross-sell opportunities.
• Utilize customer support tools, including Zendesk, to manage requests and escalations.
• Connect customers to the appropriate internal resources to ensure timely issue resolution.

Required Qualifications

• Bachelor's degree or equivalent experience.
• 2+ years of experience in customer service, customer success, account management, sales support, retail sales, banking, healthcare, or another customer-facing role.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities and customer relationships simultaneously.
• Strong problem-solving skills, accountability, and customer focus.
• Ability to collaborate effectively across teams.

Preferred Qualifications

• Experience within technology, SaaS, software, telecommunications, or distribution environments.
• Familiarity with Zendesk, CRM platforms, or customer support tools.
• Understanding of APIs, integrations, or technology-enabled solutions.
• Experience supporting business or enterprise customers.
• Experience facilitating customer training or onboarding.

What Makes You Successful

• Strong sense of urgency and ownership.
• Excellent communication and relationship-building skills.
• Ability to navigate a large organization to solve customer issues.
• Resilient, adaptable, and comfortable switching between customers and priorities.
• Passion for delivering exceptional customer experiences.

This is an excellent opportunity for early-career professionals or individuals with customer-facing experience in banking, retail, healthcare, customer service, or technology who are looking to grow their careers with a global technology leader.

The typical base pay range for this role across the U.S. is USD $49,500.00 - $79,200.00 per year. The ranges above reflect the potential annual base pay across the U.S. for all roles; the applicable base pay range will depend on the candidate’s primary work location, pay grade, and variable compensation plan. Individual base pay within each range depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time of hire. New hires starting base pay generally falls in the bottom half (between the minimum and midpoint) of a pay range. At Ingram Micro certain roles are eligible for additional rewards, including merit increases, annual bonus or sales incentives and long-term incentives.

• U.S.-based employees have access to healthcare benefits, paid time off, parental leave, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, and wellbeing benefits, among others.

Please be prepared to pass a drug test and successfully pass a pre-employment (post offer) background check.

Ingram Micro Inc. is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.

It's no surprise that technology powers the planet. But what might surprise you is that Ingram Micro has the ability to reach more than 90% of the global population. By joining us, you make Ingram Micro’s contribution a reality: helping businesses grow, supporting industries from healthcare to education with their technology, or even connecting the world.

What's in it for you? Well, we take great care of our people, everyone is made to feel welcome, and opportunities to grow apply to all. But the prospect of shaping the future through technology is something you’re unlikely to find anywhere else.

Let's shape tomorrow.