Sr Customer Experience Representative

Ingram Micro • Buffalo, NY

2d

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! 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.

Requirements

• 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.
• 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.
• Please be prepared to pass a drug test and successfully pass a pre-employment (post offer) background check.

Nice To Haves

• Experience in a sales or solutions role within the technology industry, preferably with a focus on platform products or services is preferred.
• May need to consult with Senior/Specialist staff members on certain customer or vendor category issues.

Responsibilities

• Handle customer inquiries and resolve highly complex support issues with the customer, vendor, and associate team members to help deliver an outstanding customer experience.
• Consistently work on challenging assignments that require independent action and a high degree of initiative to resolve.
• Serve as a point of escalation and can navigate through the various teams and tools throughout Ingram Micro.
• Evaluate opportunities that will improve the customer experience, SLAs.
• Provide training, coaching and mentoring support to other team members.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees