Williamsville, NY, United States
Job ID: 40215
Ingram Micro touches 80% of the technology you use every day with our focus on Technology Solutions, Cloud, and Commerce and Lifecycle Solutions. With $46 billion in revenue, we have become the world’s largest technology distributor with operations in 56 countries and more than 30,000 associates. We continue to strategically expand our global reach with 32 acquisitions since 2012.
Position Summary: Takes initial customer calls/emails and answers general questions regarding company products and services. When applicable, refers callers to appropriate resources including inbound sales, billing, technical support, etc. Follows-up to customer inquiries regarding orders, shipment tracing, returned goods, etc. Other responsibilities include data entry, use of internal databases to answer customer questions and writing internal/external non-technical documentation. Documents customer concerns and forwards complaint trends to appropriate departments.
What you bring to the role:
The Customer Service Engagement Representative is a motivated and intuitive individual contributor. You are responsible for investigating customers inquiries regarding product returns, order status and delivery/shipment issues under moderate supervision. Primarily you will perform data entry and problem-solving functions to resolve complex issues with the customer, vendor and internal customers to help deliver an excellent customer experience. You verify the accuracy of the request and complete the transaction accordingly. You maintain records associated with each transaction. The challenges you face are typically routine but may at times require interpretation or deviation from standard procedures. You must troubleshoot issues, and when necessary, escalate advanced issues to an appropriate team member.
A successful Customer Service Engagement Representative is detail oriented, resourceful, responsive, accountable and organized. You act as a liaison with internal and external customers and partner with other areas to improve processes. You must address returns with speed and accuracy to meet required service level agreements (SLAs). You will own resolution of the issue. Your ability to effectively handle and quickly resolve customer issues (verbal and written) is critical to your success. You will perform transactional functions to support vendors, customers (internal and external), and carrier requests. Your ability to effectively resolve issues with accuracy, tact and speed will set you apart in this role. High School Diploma or equivalent, 2 year degree preferred. 1 to 2 years of functional experience. Applies acquired job skills and company policies and procedures to complete assigned tasks.
*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 of these duties.
Ingram Micro Inc. is committed to creating a diverse environment and 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.