Sr. Customer Experience Rep

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

Benefits offered by this job

Healthcare benefits

401(k) with company match

Paid time off

Parental leave

Disability coverage

Job summary

Ingram Micro is seeking a Senior Customer Experience Representative to serve as the primary contact for customers, resolving inquiries about products, orders, shipments, returns, and billing. You will coordinate with Sales, Technical Support, Billing, and Operations to ensure satisfaction and accurate documentation of interactions.

Your role requires strong communication, problem-solving, and the ability to manage multiple priorities, with a focus on delivering exceptional service and continuous

Qualifications

• Bachelor's degree or equivalent combination of education and relevant experience.
• 3+ years in Customer Service, Customer Support, Customer Experience, Account Management Support, or Call Center environments.
• Experience handling complex customer issues or escalations (1+ year).
• Experience with CRM platforms and databases.

Responsibilities

• Serve as a primary point of contact for customer inquiries about products, orders, shipments, returns, billing, and accounts.
• Provide timely, accurate solutions while delivering an exceptional customer experience.
• Coordinate with Sales, Technical Support, Billing, Operations and other departments to meet customer needs.
• Track and document customer interactions and resolutions in company systems.
• Investigate shipment status and order discrepancies while providing proactive updates.

Skills

Verbal and written communication

CRM platforms

Multitasking

Independent work

Attention to detail

Problem solving

Education

Bachelor's degree or equivalent

Tools

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.comCome join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow - it’ll be a fun journey!Join Our TeamAre 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 DoAct 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 ForRequired QualificationsBachelor'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 QualificationsExperience 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 SuccessfulCustomer-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 OpportunityOpportunity 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 allocated based on position level and individual performance. 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.This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all these duties.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.