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.

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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.

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.

• 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.

• 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.

• Experience with in 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…