Customer Experience Representative

Accelerate your career with Ingram Micro, a leading technology company driving 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, connecting technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions portfolio, and digital platform Ingram Micro Xvantage™ set us apart.

About the Role

As a Customer Experience Representative, you will deliver exceptional experiences for customers and vendor partners through accurate transaction processing, customer engagement, sales support, and platform utilization. You will serve as a key point of contact for customer requests, inquiries, and order-related activities while helping drive adoption of the Xvantage platform. In this role, you'll collaborate closely with customers, sales teams, vendors, and internal stakeholders to ensure seamless execution, resolve issues, and identify opportunities to enhance the customer experience. Success requires strong attention to detail, excellent communication skills, a customer-first mindset, and the ability to thrive in a fast-paced, metrics-driven environment.

Responsibilities

• Customer Experience & Transaction Management
  • Process customer requests, order entry transactions, and updates with speed, accuracy, and attention to detail.
  • Manage inquiries related to order status, product availability, pricing, delivery, and account information.
  • Resolve basic to moderately complex customer and vendor issues through verbal and written communication.
  • Maintain accurate customer records and documentation within internal systems.
  • Meet established service level agreements (SLAs) and performance metrics.
• Xvantage Platform Enablement
  • Utilize the Ingram Micro Xvantage platform to support customers and vendors.
  • Identify opportunities to increase platform adoption and utilization among reseller partners and vendors.
  • Leverage platform insights to improve customer outcomes and operational efficiency.
  • Support customer education and enablement activities related to platform functionality and value-added services.
• Sales Support & Solution Enablement
  • Partner with sales teams to identify customer needs and recommend appropriate solutions.
  • Support product positioning, solution recommendations, and category growth initiatives.
  • Assist with customer presentations, enablement activities, and solution discussions.
  • Develop and maintain knowledge of technology products, services, and market trends.
• Customer & Vendor Relationship Management
  • Build strong relationships with customers, vendor partners, and internal teams.
  • Collaborate cross-functionally with sales, vendor management, operations, and support teams to deliver positive customer outcomes.
  • Stay informed on vendor programs, promotions, product updates, and services.
  • Provide proactive communication and valuable insights to customers and business partners.
• Continuous Improvement
  • Share best practices and contribute to process improvements.
  • Support team training efforts and provide peer guidance as expertise develops.
  • Continuously expand product, platform, and industry knowledge.

Requirements

• Bachelor's degree or equivalent combination of education and experience.
• 2+ years of experience in customer service, customer support, sales support, account management, order processing, inside sales, banking, retail, healthcare, hospitality, call center, or another customer-facing environment.
• Experience handling customer inquiries, resolving issues, and managing multiple priorities.
• Strong data entry skills with a high degree of accuracy and attention to detail.
• Excellent written, verbal, and interpersonal communication skills.
• Ability to work effectively in a fast-paced, deadline-driven, and metrics-focused environment.
• Strong problem-solving skills with the ability to navigate systems and processes efficiently.
• Proficiency with Microsoft Office applications and business systems.
• Demonstrated ability to collaborate across teams and build positive working relationships.

Qualifications

• Preferred Qualifications
  • Experience in the technology, IT distribution, telecommunications, SaaS, software, or technology services industry.
  • Experience supporting B2B customers, reseller partners, or vendor relationships.
  • Familiarity with CRM, ERP, customer support, or order management systems.
  • Experience supporting platform-based products, solutions, or technology services.
  • Previous exposure to sales enablement, customer onboarding, account support, or solution-based selling.
  • Experience facilitating customer training, platform adoption, or user enablement initiatives.
  • Knowledge of technology products, cloud solutions, networking, cybersecurity, or IT services.

Pay

The typical base pay range for this role across the U.S. is USD $49,500.00 - $79,200.00 per year. The range reflects 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, including the complexity and responsibility of the 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.

Benefits

• Healthcare benefits
• Paid time off
• Parental leave
• 401(k) plan and company match
• Short-term and long-term disability coverage
• Basic life insurance
• Wellbeing benefits