Associate, Customer Support – ITAD

Ingram Micro • Chandler, AZ

9d

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 operations who can thrive in a fast-paced environment and manage multiple priorities.

The associate serves as a customer contact for ITAD inquiries, reviews work orders, coordinates transportation and service logistics, communicates updates, prepares transportation quotations and estimates, and monitors service requests through completion. The role also includes maintaining accurate records and chain-of-custody documentation, following operational and compliance requirements, and escalating issues when appropriate.

Requirements

• High school diploma or equivalent required.
• 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 identify and 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.
• Must be prepared to pass a drug test and successfully pass a pre-employment, post-offer background check.

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 about ITAD services and provide timely, professional support.
• Review customer requests and work orders for completeness and accuracy 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.
• Communicate service updates, milestones, and exceptions to customers and internal stakeholders.
• Assist with transportation quotations and service estimates using established pricing tools and processes.
• Monitor open service requests through completion, following up promptly and resolving issues.
• Maintain accurate records, scheduling information, customer communications, and service documentation in company systems.
• Support chain-of-custody requirements and ensure documentation is completed accurately throughout the asset disposition process.
• Follow 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
• Some roles may be eligible for merit increases, annual bonus or sales incentives, and long-term incentives

What This Job Offers

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