Sr 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 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!

Primary Focus:

Through maximized platform utilization, our Customer Experience Representatives are focused on delivering and maximizing outcomes for aligned customers and their vendor(s) to include items such as: recruitment, training & enablement, end-customer acquisition, pipeline development, and upgrades/cross-sell initiatives utilizing platform data.  As a Customer Experience Representative within a platform company, Ingram Micro, you will play a key role in enabling sales within a specific customer or category of products and services. Serving as a customer/category subject matter expert, you will collaborate closely with sales teams, vendors, and customers to provide valuable insights, technical expertise, and exceptional service. Your knowledge of the customer and/or solutions category, in addition to strong communication skills, will enable you to identify customer needs, recommend solutions, and contribute to the overall growth and success of the customer/category. 

Key Responsibilities: 

Xvantage Expertise:  

• Drive insights and actions for reseller partners and vendors.  Identifies opportunities to increase usage of the Xvantage platform for both reseller partners and vendors.

Solution Enablement:  

• Focused on a portfolio of customers or vendors to build a full solution.  

• Develop a comprehensive understanding of the products and services across the GTM organization.  

• Stay up to date with industry trends, technological advancements, and competitive offerings to position Ingram Micro as a trusted advisor and market leader.  

• Develop sales collateral, presentations, and marketing materials to enable the sales team in their efforts to adopt category solutions and/or Ingram Micro value add.  

• Conduct training sessions to ensure a comprehensive understanding of category solutions and value add to customer.  

Sales Support:  

• Collaborate with the sales team to identify customer needs and recommend suitable solutions.  

• Assist in pre-sales activities, including product demonstrations, technical consultations, and proposal development to secure new business opportunities.

Customer Engagement:  

• Proactively engage with customers to understand their challenges, goals, and requirements.  

• Provide personalized recommendations and solutions to address their specific needs, fostering strong customer relationships.

Customer/Vendor Relations:  

• Work closely with key vendors to stay informed about product updates, promotions, and marketing campaigns.  

• Leverage vendor partnerships to deliver the best solutions and value to customers. 

What does it mean to be a Sr Customer Experience Representative? As a Sr CER, you serve as an expert in transactional accuracy, customer experience, and sales enablement. You independently manage and resolve highly complex customer, vendor, and internal inquiries while navigating multiple systems and teams to deliver a seamless experience. You are responsible for processing and coordinating complex transactions with speed, accuracy, and SLA compliance. You handle advanced questions related to order status, availability, and pricing; maintain thorough records; and provide clear, timely communication. As a key escalation point, you use deep product, vendor, and process knowledge to troubleshoot issues, remove barriers, and drive solutions. You identify and recommend improvements that enhance customer experience, internal processes, and service performance. You provide training, coaching, and mentoring to strengthen team capability and consistency. 

In addition to the knowledge, skills and abilities for the CER listed above, the Sr CER will demonstrate the following:

KNOWLEDGE AND SKILLS:

• 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.

• May need to consult with Senior/Specialist staff members on certain customer or vendor category issues.

Typically, the level of experience and education required to demonstrate these key elements of knowledge/skills/experiences are:

REQUIREMENTS:

• 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. 

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.