Sr. Customer Experience Rep

Ingram Micro•Scottsdale, AZ

1d•$56,000 - $89,600

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! Join Our Team Are 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.

Requirements

Bachelor'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.

Nice To Haves

Experience 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.

Responsibilities

Act 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.