Description
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!
Position Summary
The Customer Support Specialist serves as the first point of contact for customers, handling inbound inquiries and providing accurate information regarding company products and services. This role ensures a seamless customer experience by resolving general inquiries, routing requests to appropriate teams, and following up on order-related issues.
The Specialist manages a range of customer service activities including order tracking, returns, claims, and discrepancy investigations. Acting as a key resource within the team, this role also supports process improvement, documentation, and knowledge sharing while maintaining a high standard of service excellence.
What You’ll Do
- Handle inbound customer calls and respond to inquiries related to products, services, orders, and policies
- Route calls and requests to appropriate departments including sales, billing, and technical support
- Follow up on customer inquiries related to order status, shipment tracking, returns, and discrepancies
- Manage claims, returns, and discrepancies including investigation and resolution of credit memos and related issues
- Utilize internal systems and databases to research and provide accurate information to customers
- Perform data entry and maintain accurate records of customer interactions and transactions
- Document customer concerns and identify trends; escalate recurring issues to appropriate departments
- Support the creation and maintenance of internal and external non-technical documentation
- Determine customer eligibility for technical support and facilitate appropriate escalations
- Act as a subject matter expert within the team, providing guidance and knowledge sharing
- Recommend process improvements and enhancements to increase operational efficiency and service quality
- May oversee daily operational activities and provide direction, training, and support to junior staff
What You Bring to the Role
- Recognized skilled specialist with strong expertise in customer support or service operations
- Ability to independently handle complex, non-routine issues requiring analytical thinking, judgment, and initiative
- Proven experience managing claims, returns, discrepancies, and investigation processes
- Strong problem-solving skills with the ability to recommend and implement process improvements
- Excellent communication skills with the ability to explain and interpret information clearly
- Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment
- Proficiency with CRM systems, internal databases, and standard business tools
- Ability to act as a mentor, lead, or knowledge resource for team members
- Ability to work independently with minimal supervision and determine methods for new assignments
- Bilingual proficiency in English and Spanish preferred
Education & Experience
- Two-year college diploma or equivalent experience with a minimum of 5 years of functional experience
OR - High school diploma (or equivalent) with a minimum of 8 years of functional experience, including at least 4 years of position-specific experience
The typical base pay range for this role across the U.S. is USD $49,500.00 - $79,200.00 per year.
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.
