Senior Customer Experience Architect

Ingram Micro; United States; On-site; USD 56,000 - 90,000; Full time

Benefits offered by this job

Healthcare benefits

Paid time off

401(k) with company match

Parental leave

Disability coverage

Life insurance

Wellbeing benefits

Job summary

Ingram Micro is seeking a Senior Customer Experience Representative to join our team in the United States. You will be the trusted resource for customers, resolving inquiries about products, orders, and billing while coordinating solutions across Sales, Technical Support, Billing, and Operations to ensure exceptional service.

You’ll research complex issues using internal systems, document interactions, and drive continuous improvement across processes.

Qualifications

• Bachelor’s degree or equivalent combination of education and relevant experience.
• 3+ years of experience in Customer Service, Customer Support, Customer Experience, Account Management Support, or Call Center environments.
• Minimum of 1 year of experience handling complex customer issues or escalations.
• Strong verbal and written communication skills.
• Excellent problem-solving and conflict-resolution abilities.
• Experience utilizing CRM platforms, databases, and business applications.
• Ability to manage multiple priorities and work independently with minimal supervision.
• Strong attention to detail and organizational skills.

Responsibilities

• Act as a primary point of contact for customer inquiries regarding products, services, orders, shipments, returns, billing, and account-related requests.
• Provide timely and accurate solutions while delivering an exceptional customer experience.
• Research and resolve complex customer issues using internal systems, databases, and company resources.
• Coordinate with Sales, Technical Support, Billing, Operations, and other departments to ensure customer needs are met.
• Track and document customer interactions, concerns, and resolutions within company systems.
• Investigate shipment status, order discrepancies, and return requests while providing proactive updates to customers.
• Identify recurring customer concerns and communicate trends to appropriate business partners to drive continuous improvement.
• Create and maintain customer-facing and internal documentation as needed.
• Exercise sound judgment and decision-making when managing escalated customer situations.
• Support process improvement initiatives that enhance operational efficiency and customer satisfaction.

Skills

Customer communication

Problem solving

Multi-tasking

Independence

Education

Bachelor’s degree or equivalent

Tools

CRM platforms

Databases / internal systems

Job description

Ingram Micro is seeking a Senior Customer Experience Representative to join our team in the United States. You will be the trusted resource for customers, resolving inquiries about products, orders, and billing while coordinating solutions across Sales, Technical Support, Billing, and Operations to ensure exceptional service.

You’ll research complex issues using internal systems, document interactions, and drive continuous improvement across processes.