Customer Support Representative - Reseller Onboarding - Bilingual in Spanish

Ingram Micro•Doral, FL

16h

About The Position

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! Salary - $25 per hour. Position Summary Role Definition: Reseller Onboarding Specialist The Customer Support Representative - Reseller Onboarding Specialist is responsible for managing the end-to-end onboarding process for prospective reseller partners, ensuring a seamless customer experience from initial engagement through account activation. This role serves as the primary point of contact for onboarding inquiries, coordinates internal approval processes, validates required documentation, and facilitates communication between customers and internal departments to ensure timely account setup and compliance with company policies. Role Objective To ensure prospective reseller partners are onboarded efficiently, accurately, and in compliance with company requirements while delivering a positive customer experience and supporting business growth through effective cross-functional coordination.

Requirements

Demonstrated expertise in customer onboarding, account management, customer service, or sales support operations , with a strong focus on delivering a positive customer experience.
Ability to independently manage complex reseller onboarding cases , applying analytical thinking, sound judgment, and initiative to resolve issues and drive timely account activation.
Experience coordinating cross-functional processes involving Compliance, Credit, Sales, Operations, and Customer Support teams.
Strong understanding of customer screening, documentation review, and onboarding requirements , with attention to accuracy and compliance.
Excellent problem-solving skills with the ability to identify process gaps and recommend improvements to enhance onboarding efficiency and customer satisfaction.
Strong verbal and written communication skills, with the ability to clearly explain onboarding requirements, policies, and procedures to customers and internal stakeholders.
Exceptional organizational and time-management skills , with the ability to manage multiple onboarding requests and competing priorities in a fast-paced environment.
Proficiency with CRM platforms, onboarding systems, internal databases, and Microsoft Office applications .
Ability to serve as a subject matter expert for reseller onboarding processes, providing guidance, training, and knowledge sharing across teams.
Ability to work independently with minimal supervision while effectively managing end-to-end onboarding activities and determining appropriate methods for handling unique situations.
Bilingual proficiency in English and Spanish ; Portuguese is a plus.
Associate degree, two-year college diploma, or equivalent combination of education and experience, with a minimum of 5 years of experience in customer onboarding, customer service, sales support, account management, or related operational functions . OR High school diploma (or equivalent) with a minimum of 8 years of relevant professional experience , including at least 4 years supporting reseller onboarding, customer onboarding, account setup, compliance review, sales operations, or customer service processes .

Nice To Haves

Experience supporting reseller, channel partner, distributor, or customer onboarding programs .
Knowledge of compliance, due diligence, export controls, or customer verification processes.
Experience creating and maintaining process documentation, training materials, and knowledge base articles.
Familiarity with continuous improvement methodologies and customer experience best practices.

Responsibilities

Serve as the first point of contact for prospective resellers, responding to inquiries regarding onboarding requirements, products, services, and company processes.
Guide customers through the reseller onboarding process, from initial application submission through account approval and activation.
Review onboarding requests and collaborate with internal stakeholders, including Compliance, Credit, Sales, and Operations teams, to support customer screening and approval activities.
Utilize internal systems and databases to research customer information, maintain accurate records, and track onboarding activities.
Collect, validate, and manage required documentation to ensure compliance with company policies and regulatory requirements.
Refer customers to appropriate internal resources, including Sales, Billing, Technical Support, and other business units, as needed.
Document customer concerns, identify recurring issues, and communicate trends to relevant departments to support continuous improvement efforts.
Determine eligibility for support services and coordinate escalations when necessary to facilitate issue resolution.
Act as a subject matter expert on reseller onboarding processes, providing guidance, training, and knowledge sharing to team members and cross-functional partners.
Support the creation and maintenance of onboarding procedures, knowledge articles, and customer-facing documentation.
Recommend process improvements to enhance operational efficiency, compliance, and the overall onboarding experience.