Sr. Customer Experience Rep

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’s a fun journey!

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.

• 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.

• 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.

• 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.

• Customer‑focused with a passion for helping others.
• Comfortable handling complex situations and finding effective solutions.
• Strong attention to detail and commitment to accuracy.
• Collaborative team player who can build relationships across departments.
• Self‑motivated and capable of working independently while managing competing priorities.

• Opportunity to make a direct impact on customer…