Senior CX Specialist - Finance

Ingram Micro Inc in; Buffalo (NY); On-site; USD 56,000 - 90,000; Full time

Benefits offered by this job

Healthcare benefits

Paid time off

Parental leave

401(k) plan with company match

Disability coverage

Wellbeing benefits

Job summary

Ingram Micro Inc is seeking a Senior Customer Experience Representative (Finance) to serve as a trusted resource, resolving inquiries and coordinating solutions across departments. You will ensure professional interactions and drive customer satisfaction in a fast-paced environment.

The role requires handling complex issues, documenting interactions, and contributing to process improvements while collaborating with Sales, Billing, and Operations teams.

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.
• 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

Strong communication

Problem-solving

Independent work

Attention to detail

Education

Bachelor’s degree or equivalent

Tools

CRM platforms

Job description

Ingram Micro Inc is seeking a Senior Customer Experience Representative (Finance) to serve as a trusted resource, resolving inquiries and coordinating solutions across departments. You will ensure professional interactions and drive customer satisfaction in a fast-paced environment.

The role requires handling complex issues, documenting interactions, and contributing to process improvements while collaborating with Sales, Billing, and Operations teams.