Sr Customer Experience Representative

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!

Position Summary: As a Sr CER you are an expert in sales enablement and customer experience. You handle customer inquiries and resolve highly complex support issues with the customer, vendor, and associate team members to help deliver an outstanding customer experience. You are consistently working on challenging assignments that require independent action and a high degree of initiative to resolve. You serve as a point of escalation and can navigate through the various teams and tools throughout Ingram Micro. You have a greater understanding and knowledge of the vendor and their processes, promotions, and offerings. You evaluate opportunities that will improve the customer experience, SLAs. You will provide training, coaching and mentoring support to other team members.  

KNOWLEDGE AND SKILLS: Experience in a sales or solutions role within the technology industry, preferably with a focus on platform products or services is preferred. • Skilled in: Good communication and presentation skills. Self-motivated and proactive with a strong sense of ownership and accountability. Customer-centric mindset with a passion for delivering exceptional service and building strong customer relationships.  • Ability to be a team player and to collaborate with cross-functional teams and vendors. Adaptability to work in a fast-paced, dynamic environment and handle multiple priorities simultaneously. • Exceptional communication and presentation skills, with the ability to effectively convey technical concepts to non-technical audiences. • Ability and willingness to identify and document process improvements for other Customer Experience Representatives, and act as a mentor or team leader amongst peers. • Strong proficiencies of CRM functionality and utilization.  • Advanced knowledge and business acumen of the customer/vendor solutions category, in addition to pristine communication skills, will enable you to identify customer needs, recommend solutions, and contribute to the overall growth and success of the customer and category. • May need to consult with Senior/Specialist staff members on certain customer or vendor category issues.

Typically, the level of experience and education required to demonstrate these key elements of knowledge/skills/experiences are:

REQUIREMENTS: • A four-year college degree (or additional experience in a related field) and 3 years functional experience including a minimum 1 year position specific experience. 

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.