Customer Experience Representative - MSP

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!

Your Role:

• As a CER you are an expert in sales enablement and customer experience. You handle customer inquiries and resolve highly complex support issues with the customer, vendor, and associate team members to help deliver an outstanding customer experience.

• You are consistently working on challenging assignments that require independent action and a high degree of initiative to resolve.

• You serve as a point of escalation and can navigate through the various teams and tools throughout Ingram Micro.

• You have a greater understanding and knowledge of the vendor and their processes, promotions, and offerings.

• You evaluate opportunities that will improve the customer experience, SLAs.

• You will provide training, coaching and mentoring support to other team members.

• Drives the success of a customer or solutions category by leveraging vendor/customer expertise to help maximize growth.  

• Enhances and enables customer/vendor utilization of the Xvantage platform through various activities.

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 you bring to the table:

• 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.  

• 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 typical base pay range for this role across the U.S. is USD $47,300.00 - $75,700.00 per year.

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