Sr. Customer Experience Rep

ingrammicro; Buffalo (NY); On-site; USD 56,000 - 90,000; Full time

Job summary

Ingram Micro seeks a Senior Customer Experience Representative to resolve inquiries, coordinate solutions across departments, and uphold a high standard of service excellence for business customers.

You’ll act as a trusted resource, handling complex issues, tracking interactions, and driving improvements while ensuring accurate documentation and timely responses.

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 service

Verbal & written comms

Problem-solving

Escalation handling

Multi-tasking

Attention to detail

CRM experience

Education

Bachelor’s degree or equivalent

Tools

CRM platforms

Databases

Business applications

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’s a fun journey!

Join Our Team

Are you passionate about delivering exceptional customer experiences and solving complex customer challenges? We’re looking for a Senior Customer Experience Representative who thrives in a fast-paced environment, enjoys helping customers, and brings a proactive approach to problem-solving.

In this role, you’ll serve as a trusted resource for customers by resolving inquiries, coordinating solutions across multiple departments, and ensuring every interaction reflects a high level of professionalism and service excellence.

What You’ll Do

• 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.

What We’re Looking For

Required 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.

Preferred Qualifications

• Experience supporting business‑to‑business (B2B) customers.
• Experience in logistics, order management, distribution, technology, or related industries.
• Ability to analyze customer feedback and identify opportunities for process improvements.
• Proven track record of delivering high customer satisfaction results.

What Makes You Successful

• Customer‑focused with a passion for helping others.
• Comfortable handling complex situations and finding effective solutions.
• Strong attention to detail and commitment to accuracy.
• Collaborative team player who can build relationships across departments.
• Self‑motivated and capable of working independently while managing competing priorities.

Why You’ll Love This Opportunity

• Opportunity to make a direct impact on customer satisfaction and business success.
• Collaborative and supportive work environment.
• Exposure to multiple areas of the business.
• Professional growth and development opportunities.
• Stable organization with opportunities for career advancement.

The typical base pay range for this role across the U.S. is USD $56,000.00 - $89,600.00 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. These awards are a