Customer Experience Representative

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 Come join our team where you’ll make technology happen in surprising ways. Let’s shape tomorrow - it’ll be a fun journey! 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. Our global reach, diverse portfolio of solutions, and digital platform, Ingram Micro Xvantage™, help technology partners grow, scale, and succeed. Come join our team where you'll make technology happen in surprising ways. About the Role As a Customer Experience Representative, you'll support our Enterprise Sales team by serving as a trusted advisor and primary point of contact for assigned customers. You'll help drive platform adoption, resolve customer issues, support growth initiatives, and ensure customers receive exceptional service throughout their partnership with Ingram Micro. This role may support a portfolio of customers or a large strategic account and requires the ability to pivot between priorities while maintaining a strong sense of urgency. Key Responsibilities

• Serve as the primary contact for customer inquiries, escalations, and support needs.
• Build strong customer relationships and develop an understanding of their business goals and operational challenges.
• Drive adoption and utilization of the Xvantage platform through training, enablement, customer education, and engagement.
• Act as the first escalation point for customer issues, coordinating with internal teams to drive timely resolution and customer satisfaction.
• Partner with Sales, Account Executives, Vendor Management, Operations, Accounts Receivable, Credit, Digital Experience, and Support teams to deliver solutions and positive customer outcomes.
• Support growth initiatives including onboarding, pipeline development, upgrades, and cross-sell opportunities.
• Utilize customer support tools, including Zendesk, to manage requests, track issues, and coordinate escalations.
• Support customers with credit-related inquiries, account concerns, and order issues while ensuring appropriate internal engagement.
• Educate customers on digital tools, self-service capabilities, and platform functionality to improve adoption and overall experience.
• Identify opportunities to provide solution-oriented recommendations that support customer growth, operational efficiency, and business success.
• Connect customers to the appropriate internal resources to ensure timely issue resolution.

Required Qualifications

• Associate's degree, Bachelor's degree, or equivalent combination of education and relevant experience.
• 2+ years of experience in customer service, customer success, account management, sales support, retail sales, banking, healthcare, financial services, or another customer-facing role.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities and customer relationships simultaneously.
• Strong problem-solving skills, accountability, and customer focus.
• Ability to collaborate effectively across teams.
• Demonstrated ability to manage challenging customer conversations and navigate objections professionally.
• Experience working cross-functionally to resolve customer issues and escalations.
• Strong aptitude for learning new systems, tools, and business processes.

Preferred Qualifications

• Experience within technology, SaaS, software, telecommunications, or distribution environments.
• Familiarity with Zendesk, CRM platforms, or customer support tools.
• Understanding of APIs, integrations, or technology-enabled solutions.
• Experience supporting business or enterprise customers.
• Experience promoting adoption of digital platforms, self-service tools, or customer enablement programs.
• Background in consultative customer service, retail sales, banking, or solution-selling environments.

What Makes You Successful

• Strong sense of urgency and ownership.
• Excellent communication and relationship-building skills.
• Ability to navigate a large organization to solve customer issues.
• Resilient, adaptable, and comfortable switching between customers and priorities.
• Passion for delivering exceptional customer experiences
• Ability to learn complex systems, processes, products, and organizational resources during the first several months in the role.
• Comfortable challenging assumptions, asking questions, and driving issues to resolution while maintaining positive customer relationships.
• Solution-oriented mindset with a focus on customer education, digital adoption, and long-term customer success.

This is an excellent opportunity for early-career professionals or individuals with customer-facing experience in banking, retail, customer service, account support, financial services, healthcare, or technology who are looking to grow their careers with a global technology leader. Successful candidates will demonstrate strong relationship-building skills, problem-solving abilities, adaptability, and a passion for helping customers succeed. Let's shape tomorrow. The typical base pay range for this role across the U.S. is USD $49,500.00 - $79,200.00 per year. The ranges above reflect the potential annual base pay across the U.S. for all roles; the applicable base pay range will depend on the candidate’s primary work location, pay grade, and variable compensation plan. Individual base pay within each range depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job duties/requirements, and relevant experience and skills. Base pay ranges are reviewed and typically updated each year. Offers are made within the base pay range applicable at the time of hire. New hires starting base pay generally falls in the bottom half (between the minimum and midpoint) of a pay range. At Ingram Micro certain roles are eligible for additional rewards, including merit increases, annual bonus or sales incentives and long-term incentives. These awards are allocated based on position level and individual performance. 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. This is not a complete listing of the job duties. It’s a representation of the things you will be doing, and you may not perform all these duties. Please be prepared to pass a drug test and successfully pass a pre-employment (post offer) background check. Ingram Micro Inc. is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected category under applicable law.