Associate, Customer Support – ITAD

Ingram Micro • Chandler, AZ

10d • $33,300 - $50,000

About The Position

The Associate, Customer Support supports the successful delivery of IT Asset Disposition (ITAD) services by coordinating customer requests, transportation activities, asset collections, and service execution. The position is suited to a customer-focused professional with experience in customer service, logistics, transportation, distribution, or related operational environments who can manage multiple priorities in a fast-paced setting.

The role serves as a primary contact for customer inquiries, reviews service requests and work orders for completeness, and coordinates pickups, onsite services, transportation, and related logistics with internal teams and approved providers. It also involves communicating service progress and exceptions, preparing transportation quotations and estimates, tracking open service requests through completion, maintaining accurate service records, supporting chain-of-custody documentation, following operational and compliance requirements, and escalating issues as appropriate.

Requirements

• High school diploma or equivalent.
• Minimum 1–2 years of experience in customer service, customer support, logistics coordination, transportation, distribution, operations, or a related field.
• Strong customer service mindset and excellent verbal and written communication skills.
• Ability to manage multiple priorities while maintaining accuracy and attention to detail.
• Strong organizational and problem-solving skills, including the ability to resolve routine issues independently.
• Proficiency with Microsoft Office applications, including Outlook, Teams, and Excel.
• Ability to collaborate effectively across cross-functional teams and with external service providers.
• Ability to learn new systems, processes, and technologies in a dynamic operational environment.

Nice To Haves

• Post-secondary education in Business, Supply Chain, Logistics, Operations, or a related field.
• Experience in logistics, transportation, distribution, reverse logistics, or supply chain environments.
• Experience coordinating schedules, service requests, shipments, transportation activities, or operational workflows.

Responsibilities

• Serve as a primary point of contact for customer inquiries related to ITAD services, providing timely and professional support.
• Review customer requests and work orders to ensure information is complete and accurate before service execution.
• Coordinate transportation, asset pickups, onsite services, and related logistics with internal teams and approved service providers.
• Support fleet scheduling and third-party transportation arrangements to meet customer and operational requirements.
• Communicate service updates, milestones, and exceptions to customers and internal stakeholders.
• Assist in preparing transportation quotations and service estimates using established pricing tools and processes.
• Monitor and manage open service requests through completion, ensuring timely follow-up and issue resolution.
• Maintain accurate records, scheduling information, customer communications, and service documentation within company systems.
• Support chain-of-custody requirements and ensure documentation is completed accurately throughout the asset disposition process.
• Follow established operational procedures, compliance standards, and customer-specific requirements.
• Escalate customer, operational, or service delivery issues when appropriate.

Benefits

• Healthcare benefits
• Paid time off
• Parental leave
• 401(k) plan and company match
• Short-term and long-term disability coverage
• Basic life insurance
• Wellbeing benefits
• Merit increases, annual bonus or sales incentives, and long-term incentives for eligible roles

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED